From morten.guldager at gmail.com  Thu May  1 05:06:50 2008
From: morten.guldager at gmail.com (Morten Guldager)
Date: Thu, 1 May 2008 11:06:50 +0200
Subject: [rt-users] Using the RT Codebase in a stand alone program (perl)
In-Reply-To: <35D671B6-C612-46D1-82E2-6F40A625E4A4@bestpractical.com>
References: <d3e62a6b0804300650t5ff9b3e6h1c7645119274f079@mail.gmail.com>
	<519782dc0804300708s489553fcm20ed24258b9dc78c@mail.gmail.com>
	<d3e62a6b0804300829h51c5e695ga5a7cedd3ea23df9@mail.gmail.com>
	<35D671B6-C612-46D1-82E2-6F40A625E4A4@bestpractical.com>
Message-ID: <d3e62a6b0805010206q7f178908g436c7fae2f4beb33@mail.gmail.com>

On Wed, Apr 30, 2008 at 6:25 PM, Kevin Falcone <falcone at bestpractical.com>
wrote:

> Try
> my $ticket = RT::Ticket->new( $RT::SystemUser );
>

Wooho! It works! Don't ask me to explain why....

Below is my program as it looks now. Since I don't want to run it as root I
hacked some of the constants from the RT_SiteConfig.pm directly into the
code itself.

But the way I did it, by making my own "package RT"... looks ugly.

Sugestions?

-- 
/Morten %-)

#!/usr/bin/perl

package RT;
our $DatabaseType     = 'mysql';
our $DatabaseUser     = 'rtuser';
our $DatabasePassword = 'dbpw';
our $DatabaseName     = 'rtdb';

package main;
use strict;
use warnings;
use Data::Dumper;

use lib '/usr/share/request-tracker3.6/lib';
use RT;
use RT::Tickets;

RT::Init();

my $u = RT::CurrentUser->new( 'cust-12345' );
die "Password error\n" unless RT::CurrentUser::IsPassword($u, 'magic');

my $ticket = new RT::Ticket($u);
$ticket->Load( 286 );
printf "%5s: %-50s (%s)\n", $ticket->id, $ticket->Subject, $ticket->Status;
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From andrew.fay at hotmail.co.uk  Thu May  1 06:13:44 2008
From: andrew.fay at hotmail.co.uk (andrew fay)
Date: Thu, 1 May 2008 10:13:44 +0000
Subject: [rt-users] 2 quick questions!
In-Reply-To: <d3e62a6b0805010206q7f178908g436c7fae2f4beb33@mail.gmail.com>
References: <d3e62a6b0804300650t5ff9b3e6h1c7645119274f079@mail.gmail.com>
	<519782dc0804300708s489553fcm20ed24258b9dc78c@mail.gmail.com>
	<d3e62a6b0804300829h51c5e695ga5a7cedd3ea23df9@mail.gmail.com>
	<35D671B6-C612-46D1-82E2-6F40A625E4A4@bestpractical.com> 
	<d3e62a6b0805010206q7f178908g436c7fae2f4beb33@mail.gmail.com>
Message-ID: <BLU134-W12337972E71BB25FF40690C9DB0@phx.gbl>


Hi,

im using rt 3.6.4 on ubuntu.

1) When a ticket comes in to the queue how can I set it up so I am emailed so I know when things come in and then I want it to email me at each update.

2) When changing owner of a ticket.. how can I stop it from emailing the requester about this change?

Thanks in advance!

Andy




_________________________________________________________________
Be a Hero and Win with Iron Man
http://clk.atdmt.com/UKM/go/msnnkmgl0010000009ukm/direct/01/
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From itinfoguy at gmail.com  Thu May  1 07:50:50 2008
From: itinfoguy at gmail.com (IT GUY)
Date: Thu, 1 May 2008 17:35:50 +0545
Subject: [rt-users] Scripssssssss
Message-ID: <c02411c30805010450t645e04e0p1c491e8ebde49756@mail.gmail.com>

Dear All,

I always get two e-mail replies when ever a ticket is created via e-mail in
any queue. How can I stop

Thanks in advance,
Yogesh
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From bduff at covista.com  Thu May  1 07:52:34 2008
From: bduff at covista.com (Bob Duff)
Date: Thu, 1 May 2008 07:52:34 -0400
Subject: [rt-users] RT 3.6.6 Install .. stuck on Apache configuration
In-Reply-To: <DC7CF88A7772A34888266624CC20D4DB145B54822A@s2chmailx.s2chmailx.covista.net>
Message-ID: <DC7CF88A7772A34888266624CC20D4DB145B5486E2@s2chmailx.s2chmailx.covista.net>

Tried a couple more things still no luck.. anyone else have any advice?

Thanks
Bob

________________________________
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bob Duff
Sent: Tuesday, April 29, 2008 5:00 PM
To: 'rt-users at lists.bestpractical.com'
Subject: [rt-users] RT 3.6.6 Install .. stuck on Apache configuration

I'm have installed RT 3.6 successfully from source but there is a configuration problem I can't seem to find.  I get the following error when I pull up my url:
RT: Request Tracker
You're almost there!

You haven't yet configured your webserver to run RT.

You appear to have installed RT's web interface correctly, but haven't yet configured your web server to "run" the RT server which powers the web interface.

The next step is to edit your webserver's configuration file to instruct it to use RT's mod_perl , fastcgi or speedycgi handler.

______________________________________________________________________________________________________________

Here are my configuration files:

httpd.conf virtual host section for rt:

<VirtualHost *>

ServerName rt.covista.com

DocumentRoot /opt/rt3/share/html

AddDefaultCharset UTF-8

PerlModule Apache::DBI

PerlRequire /opt/rt3/bin/webmux.pl

<Location /rt3>

SetHandler perl-script

PerlHandler RT::Mason

</Location>

</VirtualHost>



RT_SiteConfig.pm

# Any configuration directives you include here will override # RT's default configuration file, RT_Config.pm # # To include a directive here, just copy the equivalent statement # from RT_Config.pm and change the value. We've included a single # sample value below.

#

# This file is actually a perl module, so you can include valid # perl code, as well.

#

# The converse is also true, if this file isn't valid perl, you're # going to run into trouble. To check your SiteConfig file, use # this comamnd:

#

# perl -c /path/to/your/etc/RT_SiteConfig.pm

Set( $rtname, 'covista');

Set($Organization, "rt.covista.com");

Set($Timezone, 'US/Eastern');

Set($WebBaseURL, "http://rt.covista.com<http://rt.covista.com/>");

Set($Webpath, "/rt3");

Set($CorrespondAddress, 'correspond at rt.covista.com'<mailto:'correspond at rt.covista.com'>);

Set($CommentAddress, 'comment at rt.covista.com'<mailto:'comment at rt.covista.com'>);

Set($logToSyslog, '');

Set($logToFile, 'debug');

 Set($LogDir, '/var/log');

Set($LogToFileNamed , "rt.log");

Set($OwnerEmail, admin at covista.com<mailto:admin at covista.com>);

Set($MyTicketsLength, 20);

Set($SendmailPath , "/usr/sbin/sendmail");

Set($SendmailArguments , "-oi -t");

 1;

_____________________________________________________________________________________________________

Anyone see something I should have caught here?  If not any tips on how to resolve this problem?

Thanks
Bob Duff

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From lists at svrinformatica.it  Thu May  1 08:21:23 2008
From: lists at svrinformatica.it (Mailing List SVR)
Date: Thu, 01 May 2008 14:21:23 +0200
Subject: [rt-users] Spreeadsheet, utf-8 and ms excel
Message-ID: <1209644483.7515.3.camel@localhost.localdomain>

When export a search result as tsv spreedsheet ms excel doesn't properly
display non ASCII characters:

for example ? is displayed as ??

and so on,

the exported file is utf-8 encoded but I think this info isn't passed to ms excel.

any hint?

regards
Nicola



From andrew.fay at hotmail.co.uk  Thu May  1 08:40:05 2008
From: andrew.fay at hotmail.co.uk (andrew fay)
Date: Thu, 1 May 2008 12:40:05 +0000
Subject: [rt-users] WATCHERS
Message-ID: <BLU134-W33F6CC75B501863EBB7507C9DB0@phx.gbl>


I am trying to add watchers to queues so that if an email comes in to a
certain queue the watcher will be notified about it and copied in to each response etc.. I have added a watcher to a queue and but the ticket 
has no watcher by default for some reason ?

I have set the user to have watch and watchasadmincc rights

also i have set the user to watch the queue as admincc and watcher and it still doesn't add it to the tickets,

any help would be great,

cheers

andy

_________________________________________________________________
Win Indiana Jones prizes with Live Search
http://clk.atdmt.com/UKM/go/msnnkmgl0010000002ukm/direct/01/
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From winn_johnston at yahoo.com  Thu May  1 09:39:38 2008
From: winn_johnston at yahoo.com (Winn Johnston)
Date: Thu, 1 May 2008 06:39:38 -0700 (PDT)
Subject: [rt-users] Top Resolvesrs / Elements failed to display after
	upgrading
In-Reply-To: <BLU134-W33F6CC75B501863EBB7507C9DB0@phx.gbl>
Message-ID: <90917.15576.qm@web52908.mail.re2.yahoo.com>

We were running 3.3.4 and upgraded to 3.3.6. After the
upgrade i noticed the top resolvers were not showing,
along with some other custom elements.

So i did a clean install to see if they would then
show once i put the files back in the elements
directory. Still nothing. Here is the path i am using
along with the permissions.

rt:/opt/rt3/local/html/Elements # ll
total 24
drwxr-xr-x  2 wwwrun www 4096 Apr 30 17:31 .
drwxr-xr-x  3 wwwrun www 4096 Apr 30 12:18 ..
-rwxr-xr-x  1 wwwrun www 2039 Apr 21  2006
LanguishingTickets
-rwxr-xr-x  1 wwwrun www 2380 Apr 21  2006 MyRequests
-rwxr-xr-x  1 wwwrun www 2625 Apr 21  2006 MyTickets
-rwxr-xr-x  1 wwwrun www 1586 Apr 21  2006
TopResolvers


Below you will find what i believe to be the error,
along with a stack trace.

Any help would greatly be appreciated.

Thanks
-winn 



[Wed Apr 30 22:43:26 2008] [debug]: SQL(0.00s): SELECT
ACL.id, ACL.ObjectType, ACL.ObjectId FROM ACL,
Principals, CachedGroupMembers WHERE (ACL.RightName =
'SuperUser'
 OR ACL.RightName = 'SeeQueue') AND Principals.id =
ACL.PrincipalId AND Principals.PrincipalType = 'Group'
AND Principals.Disabled = 0 AND
CachedGroupMembers.GroupId  
= ACL.PrincipalId AND CachedGroupMembers.GroupId  =
Principals.id AND CachedGroupMembers.MemberId = 14032
AND CachedGroupMembers.Disabled = 0  AND
((ACL.ObjectType = '
RT::System' AND ACL.ObjectId = 1) OR (ACL.ObjectType =
'RT::Queue' AND ACL.ObjectId = 36)) LIMIT 1;
(/opt/rt3/share/html/autohandler:319)

Stack trace:
        HTML::Mason::Commands::__ANON__() called at
/usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Component.pm:135
        HTML::Mason::Component::run() called at
/usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm:1246
        (eval)() called at
/usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm:1245
        HTML::Mason::Request::comp() called at
/usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm:459
        (eval)() called at
/usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm:459
        (eval)() called at
/usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm:411
        HTML::Mason::Request::exec() called at
/usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm:168
        HTML::Mason::Request::ApacheHandler::exec()
called at
/usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm:826
        HTML::Mason::ApacheHandler::handle_request()
called at /opt/rt3/bin/webmux.pl:125
        (eval)() called at /opt/rt3/bin/webmux.pl:125
        RT::Mason::handler() called at -e:0
        (eval)() called at -e:0



      ____________________________________________________________________________________
Be a better friend, newshound, and 
know-it-all with Yahoo! Mobile.  Try it now.  http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ


From jesse at bestpractical.com  Thu May  1 09:55:56 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 1 May 2008 09:55:56 -0400
Subject: [rt-users] Spreeadsheet, utf-8 and ms excel
In-Reply-To: <1209644483.7515.3.camel@localhost.localdomain>
References: <1209644483.7515.3.camel@localhost.localdomain>
Message-ID: <0A43D660-9AF2-4E00-9643-7C3E15C7B609@bestpractical.com>


On May 1, 2008, at 8:21 AM, Mailing List SVR wrote:
> When export a search result as tsv spreedsheet ms excel doesn't  
> properly
> display non ASCII characters:
>
> for example ? is displayed as ??
>
> and so on,
>

Nicola, What RT are you testing with?

> the exported file is utf-8 encoded but I think this info isn't  
> passed to ms excel.
>
> any hint?
>
> regards
> Nicola
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>

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From winn_johnston at yahoo.com  Thu May  1 11:27:03 2008
From: winn_johnston at yahoo.com (Winn Johnston)
Date: Thu, 1 May 2008 08:27:03 -0700 (PDT)
Subject: [rt-users] RT 3.6.6 Install .. stuck on Apache configuration
In-Reply-To: <DC7CF88A7772A34888266624CC20D4DB145B5486E2@s2chmailx.s2chmailx.covista.net>
Message-ID: <970768.54287.qm@web52907.mail.re2.yahoo.com>

check your /etc/sysconfig/apache

APACHE_MODULES="actions rewrite alias auth_basic
authn_file authz_host authz_groupfile authz_default
authz_user authn_dbm autoindex cgi dir env expires
include log_config mime negotiation setenvif ssl
suexec userdir php5 perl"

make sure you have perl in there, then restart apache

-winn


--- Bob Duff <bduff at covista.com> wrote:

> Tried a couple more things still no luck.. anyone
> else have any advice?
> 
> Thanks
> Bob
> 
> ________________________________
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On
> Behalf Of Bob Duff
> Sent: Tuesday, April 29, 2008 5:00 PM
> To: 'rt-users at lists.bestpractical.com'
> Subject: [rt-users] RT 3.6.6 Install .. stuck on
> Apache configuration
> 
> I'm have installed RT 3.6 successfully from source
> but there is a configuration problem I can't seem to
> find.  I get the following error when I pull up my
> url:
> RT: Request Tracker
> You're almost there!
> 
> You haven't yet configured your webserver to run RT.
> 
> You appear to have installed RT's web interface
> correctly, but haven't yet configured your web
> server to "run" the RT server which powers the web
> interface.
> 
> The next step is to edit your webserver's
> configuration file to instruct it to use RT's
> mod_perl , fastcgi or speedycgi handler.
> 
>
______________________________________________________________________________________________________________
> 
> Here are my configuration files:
> 
> httpd.conf virtual host section for rt:
> 
> <VirtualHost *>
> 
> ServerName rt.covista.com
> 
> DocumentRoot /opt/rt3/share/html
> 
> AddDefaultCharset UTF-8
> 
> PerlModule Apache::DBI
> 
> PerlRequire /opt/rt3/bin/webmux.pl
> 
> <Location /rt3>
> 
> SetHandler perl-script
> 
> PerlHandler RT::Mason
> 
> </Location>
> 
> </VirtualHost>
> 
> 
> 
> RT_SiteConfig.pm
> 
> # Any configuration directives you include here will
> override # RT's default configuration file,
> RT_Config.pm # # To include a directive here, just
> copy the equivalent statement # from RT_Config.pm
> and change the value. We've included a single #
> sample value below.
> 
> #
> 
> # This file is actually a perl module, so you can
> include valid # perl code, as well.
> 
> #
> 
> # The converse is also true, if this file isn't
> valid perl, you're # going to run into trouble. To
> check your SiteConfig file, use # this comamnd:
> 
> #
> 
> # perl -c /path/to/your/etc/RT_SiteConfig.pm
> 
> Set( $rtname, 'covista');
> 
> Set($Organization, "rt.covista.com");
> 
> Set($Timezone, 'US/Eastern');
> 
> Set($WebBaseURL,
> "http://rt.covista.com<http://rt.covista.com/>");
> 
> Set($Webpath, "/rt3");
> 
> Set($CorrespondAddress,
>
'correspond at rt.covista.com'<mailto:'correspond at rt.covista.com'>);
> 
> Set($CommentAddress,
>
'comment at rt.covista.com'<mailto:'comment at rt.covista.com'>);
> 
> Set($logToSyslog, '');
> 
> Set($logToFile, 'debug');
> 
>  Set($LogDir, '/var/log');
> 
> Set($LogToFileNamed , "rt.log");
> 
> Set($OwnerEmail,
> admin at covista.com<mailto:admin at covista.com>);
> 
> Set($MyTicketsLength, 20);
> 
> Set($SendmailPath , "/usr/sbin/sendmail");
> 
> Set($SendmailArguments , "-oi -t");
> 
>  1;
> 
>
_____________________________________________________________________________________________________
> 
> Anyone see something I should have caught here?  If
> not any tips on how to resolve this problem?
> 
> Thanks
> Bob Duff
> 
> > _______________________________________________
>
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from
> O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



      ____________________________________________________________________________________
Be a better friend, newshound, and 
know-it-all with Yahoo! Mobile.  Try it now.  http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ


From npereira at protus.com  Thu May  1 11:29:28 2008
From: npereira at protus.com (Nelson Pereira)
Date: Thu, 1 May 2008 11:29:28 -0400
Subject: [rt-users] Link issues in the Tickets section (ie: static
	search)
In-Reply-To: <21044E8C915A7E43B90A1056127160F11EA9DE@EXMAIL.protus.org>
References: <21044E8C915A7E43B90A1056127160F11EA9DE@EXMAIL.protus.org>
Message-ID: <21044E8C915A7E43B90A1056127160F11EABF0@EXMAIL.protus.org>

Anyone have an idea about the issue I am having?

 

Nelson

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nelson
Pereira
Sent: Tuesday, April 29, 2008 2:52 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Link issues in the Tickets section (ie: static
search)

 

Hi all,

 

I've noticed a problem that I'm unsure when it actually started.

 

When you click on the Tickets link (
https://domain.com/Search/Build.html) at the top of the page in RT at a
glance,

When you click on one of the tickets that show up, the link is wrong,
hence brings you to a page cannot be displayed.

 

The link looks like this: https://ticket/Display.html?id=143

When it should look like this: 
https://domain.com/Ticket/Display.html?id=143

 

Notice the host part missing and the "t" is suppose to be Capitalized.

 

Anyone can tell me how I can fix this? This seams to be an issue with
the search I think or something.

 

 

Nelson Pereira 
Senior Network Administrator 

Protus IP Solutions Inc. 
npereira at protus.com 
phone: 613.733.0000 ext.528 
MyFax: 613.822.5083 
www.myfax.com 

Refer your friends and colleagues to MyFax! 
Click here for more information.
<http://www.myfax.com/referral_program.asp>  

  <http://www.myfax.com> 

 

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From gleduc at mail.sdsu.edu  Thu May  1 11:41:43 2008
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Thu, 01 May 2008 08:41:43 -0700
Subject: [rt-users] WATCHERS
In-Reply-To: <BLU134-W33F6CC75B501863EBB7507C9DB0@phx.gbl>
References: <BLU134-W33F6CC75B501863EBB7507C9DB0@phx.gbl>
Message-ID: <6.2.1.2.2.20080501083110.0253eba0@mail.sdsu.edu>

Hi Andrew,

It can get confusing.

Queue watchers don't appear on tickets because they are not associated with 
the ticket, just the queue.  If they were added to the ticket, then they 
would stay with it when it moves to another queue (where they may not be 
watchers).  Watchers that are assigned to tickets stay with the ticket 
regardless where it ends up.

When a transaction generates an e-mail to watchers, it should go to all 
queue watchers for the queue that it's in plus any watchers assigned to 
that ticket.  There are exceptions (generally the person who creates a 
transaction doesn't get notified of it, even if she's a watcher, because 
she should already know about it), but mostly that's how it works.

You can't tell who the queue watchers are by looking at a ticket.

Regards,
Gene

At 05:40 AM 5/1/2008, andrew fay wrote:

>I am trying to add watchers to queues so that if an email comes in to a
>certain queue the watcher will be notified about it and copied in to each 
>response etc.. I have added a watcher to a queue and but the ticket
>has no watcher by default for some reason ?
>
>I have set the user to have watch and watchasadmincc rights
>
>also i have set the user to watch the queue as admincc and watcher and it 
>still doesn't add it to the tickets,
>
>any help would be great,
>
>cheers
>
>andy
>
>
>----------
>Invite your Facebook friends to Messenger! Get Started!
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Community help: http://wiki.bestpractical.com
>Commercial support: sales at bestpractical.com
>
>
>Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>Buy a copy at http://rtbook.bestpractical.com


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 
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From lists at svrinformatica.it  Thu May  1 11:50:21 2008
From: lists at svrinformatica.it (Mailing List SVR)
Date: Thu, 01 May 2008 17:50:21 +0200
Subject: [rt-users] Spreeadsheet, utf-8 and ms excel
In-Reply-To: <0A43D660-9AF2-4E00-9643-7C3E15C7B609@bestpractical.com>
References: <1209644483.7515.3.camel@localhost.localdomain>
	<0A43D660-9AF2-4E00-9643-7C3E15C7B609@bestpractical.com>
Message-ID: <1209657021.8801.4.camel@localhost.localdomain>

Il giorno gio, 01/05/2008 alle 09.55 -0400, Jesse Vincent ha scritto:
> On May 1, 2008, at 8:21 AM, Mailing List SVR wrote:
> > When export a search result as tsv spreedsheet ms excel doesn't  
> > properly
> > display non ASCII characters:
> >
> > for example ? is displayed as ??
> >
> > and so on,
> >
> 
> Nicola, What RT are you testing with?

Thanks for your quick answer,

I'm using rt 3.6.5 on centos 5.1,

I quickly looked at 3.6.6 code and doesn't seem there are changes
related to spreeadsheet generation

If I open the tsv file with notepad and save it as unicode and then I
open the file with ms excel all is fine,

If I open with openoffice calc and import as utf-8 all is fine,

even if I change content_type from application/vnd.ms-excel to text/csv
in Results.csv source file and then I import the generated tsv in ms
excel and specify utf-8 encoding all is fine 

maybe some header in missing in tsv generation

> 
> > the exported file is utf-8 encoded but I think this info isn't  
> > passed to ms excel.
> >
> > any hint?
> >
> > regards
> > Nicola
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >
> 



From jesse at bestpractical.com  Thu May  1 11:57:50 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 1 May 2008 11:57:50 -0400
Subject: [rt-users] Spreeadsheet, utf-8 and ms excel
In-Reply-To: <1209657021.8801.4.camel@localhost.localdomain>
References: <1209644483.7515.3.camel@localhost.localdomain>
	<0A43D660-9AF2-4E00-9643-7C3E15C7B609@bestpractical.com>
	<1209657021.8801.4.camel@localhost.localdomain>
Message-ID: <F52EB9B4-B10A-4D53-A25C-6C923E7A919E@bestpractical.com>


On May 1, 2008, at 11:50 AM, Mailing List SVR wrote:
> Il giorno gio, 01/05/2008 alle 09.55 -0400, Jesse Vincent ha scritto:
>> On May 1, 2008, at 8:21 AM, Mailing List SVR wrote:
>>> When export a search result as tsv spreedsheet ms excel doesn't
>>> properly
>>> display non ASCII characters:
>>>
>>> for example ? is displayed as ??
>>>
>>> and so on,
>>>
>>
>> Nicola, What RT are you testing with?
>
> Thanks for your quick answer,
>
> I'm using rt 3.6.5 on centos 5.1,
>
> I quickly looked at 3.6.6 code and doesn't seem there are changes
> related to spreeadsheet generation
>
> If I open the tsv file with notepad and save it as unicode and then I
> open the file with ms excel all is fine,
>
> If I open with openoffice calc and import as utf-8 all is fine,
>
> even if I change content_type from application/vnd.ms-excel to text/ 
> csv
> in Results.csv source file and then I import the generated tsv in ms
> excel and specify utf-8 encoding all is fine
>
> maybe some header in missing in tsv generation


Can you find out whether MS accepts a way to specify this from MIME  
types (possbily application/vnd.ms-excel; charset=utf8) ? If there's a  
change we can make, I'd be happy to make it
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From KFCrocker at lbl.gov  Thu May  1 12:01:05 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 01 May 2008 09:01:05 -0700
Subject: [rt-users] How To Change "RT at a Glance" Screen in 3.4.5?
In-Reply-To: <040401c8ab1a$478691c0$16317280@soe.cse.ucsc.edu>
References: <040401c8ab1a$478691c0$16317280@soe.cse.ucsc.edu>
Message-ID: <4819E941.60705@lbl.gov>

Tim,


	I believe RT has a basic "My Tickets" search that you can choose.


Kenn
LBNL

On 4/30/2008 4:31 PM, Tim Gustafson wrote:
> Hello,
> 
> I was wondering: how would a user change his "RT at a Glance" screen so that
> it showed all his new and open tickets instead of just the "10 highest
> priority tickets I own" box?
> 
> This is for RT 3.4.5 running on CentOS 5.1. 
> 
> Tim Gustafson
> SOE Webmaster
> UC Santa Cruz
> tjg at soe.ucsc.edu
> (831) 459-5354
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 



From KFCrocker at lbl.gov  Thu May  1 12:10:36 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 01 May 2008 09:10:36 -0700
Subject: [rt-users] 2 quick questions!
In-Reply-To: <BLU134-W12337972E71BB25FF40690C9DB0@phx.gbl>
References: <d3e62a6b0804300650t5ff9b3e6h1c7645119274f079@mail.gmail.com>
	<519782dc0804300708s489553fcm20ed24258b9dc78c@mail.gmail.com>
	<d3e62a6b0804300829h51c5e695ga5a7cedd3ea23df9@mail.gmail.com>
	<35D671B6-C612-46D1-82E2-6F40A625E4A4@bestpractical.com>
	<d3e62a6b0805010206q7f178908g436c7fae2f4beb33@mail.gmail.com>
	<BLU134-W12337972E71BB25FF40690C9DB0@phx.gbl>
Message-ID: <4819EB7C.7010607@lbl.gov>

Andrew,


	We use 3.6.4 as well. It sounds like you haven't done much in the way 
of customizing your notification scrips. I don't know which ones you 
have available but you should have one similar to:

Condition: On Create
Action: Notify AdminCc (if that is you. If not make it Notify whomever 
(role) you are
Template: you pick.


	To be notified on any change, do you want that to be "change in status" 
or updated in any form? IF youwant to be notified when the ticket is 
updated in any form, you might just get inundated with email, your 
choice. But it should look something like:

Condition: On Status Change (or "On Transaction" for everything)
Action: Notify ????
Template: you pick

	For your second question; go to the scrip that is being triggered and 
change who gets notified. Hope this helps.


Kenn
LBNL

On 5/1/2008 3:13 AM, andrew fay wrote:
> Hi,
> 
> im using rt 3.6.4 on ubuntu.
> 
> 1) When a ticket comes in to the queue how can I set it up so I am 
> emailed so I know when things come in and then I want it to email me at 
> each update.
> 
> 2) When changing owner of a ticket.. how can I stop it from emailing the 
> requester about this change?
> 
> Thanks in advance!
> 
> Andy
> 
> 
> 
> 
> ------------------------------------------------------------------------
> Get fish-slapping on Messenger! Play Now 
> <http://clk.atdmt.com/UKM/go/msnnkmgl0010000008ukm/direct/01/>
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From shannon_adams68 at yahoo.com  Thu May  1 12:06:03 2008
From: shannon_adams68 at yahoo.com (Shannon Adams)
Date: Thu, 1 May 2008 09:06:03 -0700 (PDT)
Subject: [rt-users] RT login page not coming up (Cacti instead)
Message-ID: <323109.31182.qm@web52901.mail.re2.yahoo.com>

I have installed RT 3.6.6 for testing on an old server running FC4.  It is setup the same as our live server, as far as I can tell.  However, when browsing to the URL or IP of the server, The RT login page does not come up.  A "Cacti" user login page does instead.  It looks like Cacti is a package that comes with Fedora.  I can't figure out why this is coming up instead of RT.  Any suggestions?

Thanks,
Shannon



      ____________________________________________________________________________________
Be a better friend, newshound, and 
know-it-all with Yahoo! Mobile.  Try it now.  http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ


From KFCrocker at lbl.gov  Thu May  1 12:14:18 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 01 May 2008 09:14:18 -0700
Subject: [rt-users] Scripssssssss
In-Reply-To: <c02411c30805010450t645e04e0p1c491e8ebde49756@mail.gmail.com>
References: <c02411c30805010450t645e04e0p1c491e8ebde49756@mail.gmail.com>
Message-ID: <4819EC5A.6090609@lbl.gov>

IT GUT,


	Well, gee, that could be caused by MANY things. You could have the 
Action set to "Notify AdminCc, Cc, Requestors" and you happen to be in 
two of those roles for those tickets. IT COULD be That you are also on 
the ticket Cc's list and you have a scrip that notifies "Others". It 
would help a great in debugging if perhaps you would specify what scrips 
you have and who is in what roles for the Queue & Globally. Then we 
might be able to whittle down the possibilities.


Kenn
LBNL

On 5/1/2008 4:50 AM, IT GUY wrote:
> Dear All,
>  
> I always get two e-mail replies when ever a ticket is created via e-mail 
> in any queue. How can I stop
>  
> Thanks in advance,
> Yogesh
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From asallade at PTSOWA.ORG  Thu May  1 12:16:40 2008
From: asallade at PTSOWA.ORG (Aaron Sallade)
Date: Thu, 1 May 2008 09:16:40 -0700
Subject: [rt-users] RT login page not coming up (Cacti instead)
In-Reply-To: <323109.31182.qm@web52901.mail.re2.yahoo.com>
References: <323109.31182.qm@web52901.mail.re2.yahoo.com>
Message-ID: <33DEE66ED2E72346ABC638427A77014050C35F@PTSOEXCHANGE.PTSOWA.ORG>

Check your apache virtual sites settings

Aaron Sallade'
Application Manager
PTSO of Washington
"Shared Technology for Community Health"
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
asallade at ptsowa.org


-----Original Message-----
From: Shannon Adams [mailto:shannon_adams68 at yahoo.com] 
Sent: Thursday, May 01, 2008 9:06 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] RT login page not coming up (Cacti instead)

I have installed RT 3.6.6 for testing on an old server running FC4.  It
is setup the same as our live server, as far as I can tell.  However,
when browsing to the URL or IP of the server, The RT login page does not
come up.  A "Cacti" user login page does instead.  It looks like Cacti
is a package that comes with Fedora.  I can't figure out why this is
coming up instead of RT.  Any suggestions?

Thanks,
Shannon



 
________________________________________________________________________
____________
Be a better friend, newshound, and 
know-it-all with Yahoo! Mobile.  Try it now.
http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ
_______________________________________________
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Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com


From KFCrocker at lbl.gov  Thu May  1 12:29:01 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 01 May 2008 09:29:01 -0700
Subject: [rt-users] WATCHERS
In-Reply-To: <BLU134-W33F6CC75B501863EBB7507C9DB0@phx.gbl>
References: <BLU134-W33F6CC75B501863EBB7507C9DB0@phx.gbl>
Message-ID: <4819EFCD.4050302@lbl.gov>

Andrew,


	Gene is right, it CAN get confusing, especially when you are just 
starting. For example, the "Watch" and "WatchAsAdminCc" rights have 
NOTHING to do with getting email notifications. They allow a person to 
ADD that kind of watcher to a ticket as a seperate privilege from 
"ModfiyTicket". Let's say you are a "requestor" and the only rights the 
Administrator wants "Requestors" to have (globally) is "CreateTicket", 
"SeeQueue", "ShowTicket", ReplyToTicket". Although the first 3 have to 
do with creating and "Seeing" your OWN ticket, the last one allows you 
to respond to a notification from RT and have your response added to the 
ticket history. You cannot modify the ticket in any other way. The 
"Watch" rights have to do with allowing that person (in this case a 
"Requestor") to "ADD" a watcher to their own ticket so that IF (that's a 
big if) there is a scrip for notifying OTHERS with correspondence, then 
the person they add will ALSO get a copy of any email correspondence. 
Let's say you wanted a team member to get a copy, or your boss, when 
normally they are not a watcher for tickets in a particular queue. This 
right let's the "Requestor" (or whomever has this right) to add someone 
to the list of email recipients PROVIDING there is a scrip that will be 
triggered to notify them.
	Your situation sounds like you need to go to the queue basics page and 
add a watcher there AND be sure you have a notification scrip in play 
(globally or for that queue) that will "Notify AdminCc" or "Notify Cc's" 
On Correspondence. That may be a lot of email, but, "you da boss". Hope 
this helps.

Kenn
LBNL

On 5/1/2008 5:40 AM, andrew fay wrote:
> I am trying to add watchers to queues so that if an email comes in to a
> certain queue the watcher will be notified about it and copied in to each response etc.. I have added a watcher to a queue and but the ticket 
> has no watcher by default for some reason ?
> 
> I have set the user to have watch and watchasadmincc rights
> 
> also i have set the user to watch the queue as admincc and watcher and it still doesn't add it to the tickets,
> 
> any help would be great,
> 
> cheers
> 
> andy
> 
> 
> ------------------------------------------------------------------------
> Invite your Facebook friends to Messenger! Get Started! 
> <http://clk.atdmt.com/UKM/go/msnnkmgl0010000010ukm/direct/01/>
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From lists at svrinformatica.it  Thu May  1 12:25:13 2008
From: lists at svrinformatica.it (Mailing List SVR)
Date: Thu, 1 May 2008 18:25:13 +0200 (CEST)
Subject: [rt-users] Spreeadsheet, utf-8 and ms excel
In-Reply-To: <F52EB9B4-B10A-4D53-A25C-6C923E7A919E@bestpractical.com>
References: <1209644483.7515.3.camel@localhost.localdomain>
	<0A43D660-9AF2-4E00-9643-7C3E15C7B609@bestpractical.com>
	<1209657021.8801.4.camel@localhost.localdomain>
	<F52EB9B4-B10A-4D53-A25C-6C923E7A919E@bestpractical.com>
Message-ID: <50945.217.202.145.71.1209659113.squirrel@www.svrinformatica.it>



> 
> On May 1, 2008, at 11:50 AM, Mailing List SVR wrote:
>> Il giorno gio, 01/05/2008 alle 09.55 -0400, Jesse Vincent ha
scritto:
>>> On May 1, 2008, at 8:21 AM, Mailing List SVR
wrote:
>>>> When export a search result as tsv
spreedsheet ms excel doesn't
>>>> properly
>>>> display non ASCII characters:
>>>>
>>>> for example ? is displayed as ??
>>>>
>>>> and so on,
>>>>
>>>
>>> Nicola, What RT are
you testing with?
>>
>> Thanks for your quick
answer,
>>
>> I'm using rt 3.6.5 on centos 5.1,
>>
>> I quickly looked at 3.6.6 code and doesn't seem
there are changes
>> related to spreeadsheet generation
>>
>> If I open the tsv file with notepad and save it
as unicode and then I
>> open the file with ms excel all is
fine,
>>
>> If I open with openoffice calc and
import as utf-8 all is fine,
>>
>> even if I change
content_type from application/vnd.ms-excel to text/
>> csv
>> in Results.csv source file and then I import the generated tsv
in ms
>> excel and specify utf-8 encoding all is fine
>>
>> maybe some header in missing in tsv generation
> 
> 
> Can you find out whether MS accepts a way to
specify this from MIME
> types (possbily application/vnd.ms-excel;
charset=utf8) ? If there's a
> change we can make, I'd be happy to
make it

It doesn't work ...

Can I export the
spreadsheets with iso-8859-15 encoding ? 

thanks
Nicola

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From KFCrocker at lbl.gov  Thu May  1 12:30:55 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 01 May 2008 09:30:55 -0700
Subject: [rt-users] Link issues in the Tickets section (ie:
	static	search)
In-Reply-To: <21044E8C915A7E43B90A1056127160F11EABF0@EXMAIL.protus.org>
References: <21044E8C915A7E43B90A1056127160F11EA9DE@EXMAIL.protus.org>
	<21044E8C915A7E43B90A1056127160F11EABF0@EXMAIL.protus.org>
Message-ID: <4819F03F.7020709@lbl.gov>

Nelson,


	I'm not sure because I'm not seeing everything, but it sounds like one 
or more of your "Config" settings is wrong.


Kenn
LBNL

On 5/1/2008 8:29 AM, Nelson Pereira wrote:
> Anyone have an idea about the issue I am having?
> 
>  
> 
> Nelson
> 
> ------------------------------------------------------------------------
> 
> *From:* rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Nelson 
> Pereira
> *Sent:* Tuesday, April 29, 2008 2:52 PM
> *To:* rt-users at lists.bestpractical.com
> *Subject:* [rt-users] Link issues in the Tickets section (ie: static search)
> 
>  
> 
> Hi all,
> 
>  
> 
> I?ve noticed a problem that I?m unsure when it actually started.
> 
>  
> 
> When you click on the Tickets link 
> (https://domain.com/Search/Build.html) at the top of the page in RT at a 
> glance,
> 
> When you click on one of the tickets that show up, the link is wrong, 
> hence brings you to a page cannot be displayed.
> 
>  
> 
> The link looks like this: https://ticket/Display.html?id=143
> 
> When it should look like this: https://domain.com/Ticket/Display.html?id=143
> 
>  
> 
> Notice the host part missing and the ?t? is suppose to be Capitalized.
> 
>  
> 
> Anyone can tell me how I can fix this? This seams to be an issue with 
> the search I think or something.
> 
>  
> 
>  
> 
> *Nelson Pereira*
> Senior Network Administrator
> 
> Protus IP Solutions Inc.
> npereira at protus.com <mailto:npereira at protus.com>
> phone: 613.733.0000 ext.528
> MyFax: 613.822.5083
> www.myfax.com <http://www.myfax.com>
> 
> Refer your friends and colleagues to MyFax!
> Click here for more information. 
> <http://www.myfax.com/referral_program.asp>
> 
> 	
> 
> www.MyFax.com <http://www.myfax.com>
> 
>  
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From shannon_adams68 at yahoo.com  Thu May  1 12:31:17 2008
From: shannon_adams68 at yahoo.com (Shannon Adams)
Date: Thu, 1 May 2008 09:31:17 -0700 (PDT)
Subject: [rt-users] RT login page not coming up (Cacti instead)
Message-ID: <321543.70877.qm@web52906.mail.re2.yahoo.com>

That was it.  Thanks!

----- Original Message ----
From: Aaron Sallade <asallade at PTSOWA.ORG>
To: Shannon Adams <shannon_adams68 at yahoo.com>; rt-users at lists.bestpractical.com
Sent: Thursday, May 1, 2008 12:16:40 PM
Subject: RE: [rt-users] RT login page not coming up (Cacti instead)

Check your apache virtual sites settings

Aaron Sallade'
Application Manager
PTSO of Washington
"Shared Technology for Community Health"
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
asallade at ptsowa.org


-----Original Message-----
From: Shannon Adams [mailto:shannon_adams68 at yahoo.com] 
Sent: Thursday, May 01, 2008 9:06 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] RT login page not coming up (Cacti instead)

I have installed RT 3.6.6 for testing on an old server running FC4.  It
is setup the same as our live server, as far as I can tell.  However,
when browsing to the URL or IP of the server, The RT login page does not
come up.  A "Cacti" user login page does instead.  It looks like Cacti
is a package that comes with Fedora.  I can't figure out why this is
coming up instead of RT.  Any suggestions?

Thanks,
Shannon




________________________________________________________________________
____________
Be a better friend, newshound, and 
know-it-all with Yahoo! Mobile.  Try it now.
http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com



      ____________________________________________________________________________________
Be a better friend, newshound, and 
know-it-all with Yahoo! Mobile.  Try it now.  http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ


From KFCrocker at lbl.gov  Thu May  1 12:35:12 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 01 May 2008 09:35:12 -0700
Subject: [rt-users] Spreeadsheet, utf-8 and ms excel
In-Reply-To: <1209657021.8801.4.camel@localhost.localdomain>
References: <1209644483.7515.3.camel@localhost.localdomain>
	<0A43D660-9AF2-4E00-9643-7C3E15C7B609@bestpractical.com>
	<1209657021.8801.4.camel@localhost.localdomain>
Message-ID: <4819F140.9050202@lbl.gov>

Nicola,


	When you save your spreadsheet, what do you have in the "save as type" 
dropdown? Make sure it is NOT ",txt" or anything other than ".xls".


Kenn
LBNL

On 5/1/2008 8:50 AM, Mailing List SVR wrote:
> Il giorno gio, 01/05/2008 alle 09.55 -0400, Jesse Vincent ha scritto:
>> On May 1, 2008, at 8:21 AM, Mailing List SVR wrote:
>>> When export a search result as tsv spreedsheet ms excel doesn't  
>>> properly
>>> display non ASCII characters:
>>>
>>> for example ? is displayed as ??
>>>
>>> and so on,
>>>
>> Nicola, What RT are you testing with?
> 
> Thanks for your quick answer,
> 
> I'm using rt 3.6.5 on centos 5.1,
> 
> I quickly looked at 3.6.6 code and doesn't seem there are changes
> related to spreeadsheet generation
> 
> If I open the tsv file with notepad and save it as unicode and then I
> open the file with ms excel all is fine,
> 
> If I open with openoffice calc and import as utf-8 all is fine,
> 
> even if I change content_type from application/vnd.ms-excel to text/csv
> in Results.csv source file and then I import the generated tsv in ms
> excel and specify utf-8 encoding all is fine 
> 
> maybe some header in missing in tsv generation
> 
>>> the exported file is utf-8 encoded but I think this info isn't  
>>> passed to ms excel.
>>>
>>> any hint?
>>>
>>> regards
>>> Nicola
>>>
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Community help: http://wiki.bestpractical.com
>>> Commercial support: sales at bestpractical.com
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.bestpractical.com
>>>
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 



From lists at svrinformatica.it  Thu May  1 12:40:06 2008
From: lists at svrinformatica.it (Mailing List SVR)
Date: Thu, 1 May 2008 18:40:06 +0200 (CEST)
Subject: [rt-users] Spreeadsheet, utf-8 and ms excel
In-Reply-To: <4819F140.9050202@lbl.gov>
References: <1209644483.7515.3.camel@localhost.localdomain>
	<0A43D660-9AF2-4E00-9643-7C3E15C7B609@bestpractical.com>
	<1209657021.8801.4.camel@localhost.localdomain>
	<4819F140.9050202@lbl.gov>
Message-ID: <41396.217.202.145.71.1209660006.squirrel@www.svrinformatica.it>



> Nicola,
> 
> 
> 	When you save your
spreadsheet, what do you have in the "save as type"
>
dropdown? Make sure it is NOT ",txt" or anything other than
".xls".
> 
> 
> Kenn
> LBNL

Kenn,

thanks for your answer, the type is xls.

I did a test also changing charset as suggested here (UTF-16LE)

http://www.weberdev.com/get_example-3701.html

but still
doesn't work

> 
> On 5/1/2008 8:50 AM,
Mailing List SVR wrote:
>> Il giorno gio, 01/05/2008 alle 09.55
-0400, Jesse Vincent ha scritto:
>>> On May 1, 2008, at 8:21
AM, Mailing List SVR wrote:
>>>> When export a search
result as tsv spreedsheet ms excel doesn't
>>>>
properly
>>>> display non ASCII characters:
>>>>
>>>> for example ? is displayed
as ??
>>>>
>>>> and so
on,
>>>>
>>> Nicola, What RT are you
testing with?
>>
>> Thanks for your quick answer,
>>
>> I'm using rt 3.6.5 on centos 5.1,
>>
>> I quickly looked at 3.6.6 code and doesn't seem
there are changes
>> related to spreeadsheet generation
>>
>> If I open the tsv file with notepad and save it
as unicode and then I
>> open the file with ms excel all is
fine,
>>
>> If I open with openoffice calc and
import as utf-8 all is fine,
>>
>> even if I change
content_type from application/vnd.ms-excel to text/csv
>> in
Results.csv source file and then I import the generated tsv in ms
>> excel and specify utf-8 encoding all is fine
>>
>> maybe some header in missing in tsv generation
>>
>>>> the exported file is utf-8 encoded but I think this
info isn't
>>>> passed to ms excel.
>>>>
>>>> any hint?
>>>>
>>>> regards
>>>>
Nicola
>>>>
>>>>
_______________________________________________
>>>>
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>>
>>>> Community help:
http://wiki.bestpractical.com
>>>> Commercial support:
sales at bestpractical.com
>>>>
>>>>
>>>> Discover RT's hidden secrets with RT Essentials from
O'Reilly Media.
>>>> Buy a copy at
http://rtbook.bestpractical.com
>>>>
>>
>> _______________________________________________
>>
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials
from O'Reilly Media.
>> Buy a copy at
http://rtbook.bestpractical.com
>>
> 
>




From grosland at mtsu.edu  Thu May  1 12:58:19 2008
From: grosland at mtsu.edu (Matt Grosland)
Date: Thu, 1 May 2008 11:58:19 -0500
Subject: [rt-users] Upgrade issue 3.0.10 to 3.6.6
Message-ID: <A89D699B-D7F2-404D-9925-3C1EEDDF9847@mtsu.edu>

Hi all,

When upgrading from 3.0.10 to 3.6.6, I followed the upgrade file and  
did the following:

         @echo "    $(RT_SBIN_PATH)/rt-setup-database --dba $(DB_DBA)  
--prompt-for-dba-passwor
d --action schema --datadir etc/upgrade/<version>"
         @echo "    $(RT_SBIN_PATH)/rt-setup-database --dba $(DB_DBA)  
--prompt-for-dba-passwor
d --action acl --datadir etc/upgrade/<version>"
         @echo "    $(RT_SBIN_PATH)/rt-setup-database --dba $(DB_DBA)  
--prompt-for-dba-passwor
d --action insert --datadir etc/upgrade/<version>"

The first two worked fine on the first directory (3.1.0).  When I did  
the 'insert' command for the 3.1.0 upgrade directory, however, I got  
this:


DBI connect('dbname=rt3;host=localhost','rt',...) failed: Access  
denied for user 'rt'@'localhost' (using password: YES) at /Library/ 
Perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 106
Connect Failed Access denied for user 'rt'@'localhost' (using  
password: YES)
  at /opt/rt3/lib/RT.pm line 220

I didn't change anything between the other commands, so I'm a bit  
perplexed.  Ideas?

-Matt
Matt Grosland
Manager of IT
Dept of Recording Industry
Middle Tennessee State University
(615) 494-8997
grosland at mtsu.edu

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From winn_johnston at yahoo.com  Thu May  1 13:19:40 2008
From: winn_johnston at yahoo.com (Winn Johnston)
Date: Thu, 1 May 2008 10:19:40 -0700 (PDT)
Subject: [rt-users] Upgrade issue 3.0.10 to 3.6.6
In-Reply-To: <A89D699B-D7F2-404D-9925-3C1EEDDF9847@mtsu.edu>
Message-ID: <934138.84173.qm@web52908.mail.re2.yahoo.com>

check the permissions on the user rt at localhost

Try

mysql -urt -hlocalhost -pPASSWORD

once logged in try and create a db, and a table, then
insert some data into it. Your account may only have
read access.


-winn


--- Matt Grosland <grosland at mtsu.edu> wrote:

> Hi all,
> 
> When upgrading from 3.0.10 to 3.6.6, I followed the
> upgrade file and  
> did the following:
> 
>          @echo "   
> $(RT_SBIN_PATH)/rt-setup-database --dba $(DB_DBA)  
> --prompt-for-dba-passwor
> d --action schema --datadir etc/upgrade/<version>"
>          @echo "   
> $(RT_SBIN_PATH)/rt-setup-database --dba $(DB_DBA)  
> --prompt-for-dba-passwor
> d --action acl --datadir etc/upgrade/<version>"
>          @echo "   
> $(RT_SBIN_PATH)/rt-setup-database --dba $(DB_DBA)  
> --prompt-for-dba-passwor
> d --action insert --datadir etc/upgrade/<version>"
> 
> The first two worked fine on the first directory
> (3.1.0).  When I did  
> the 'insert' command for the 3.1.0 upgrade
> directory, however, I got  
> this:
> 
> 
> DBI connect('dbname=rt3;host=localhost','rt',...)
> failed: Access  
> denied for user 'rt'@'localhost' (using password:
> YES) at /Library/ 
> Perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 106
> Connect Failed Access denied for user
> 'rt'@'localhost' (using  
> password: YES)
>   at /opt/rt3/lib/RT.pm line 220
> 
> I didn't change anything between the other commands,
> so I'm a bit  
> perplexed.  Ideas?
> 
> -Matt
> Matt Grosland
> Manager of IT
> Dept of Recording Industry
> Middle Tennessee State University
> (615) 494-8997
> grosland at mtsu.edu
> 
> > _______________________________________________
>
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from
> O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



      ____________________________________________________________________________________
Be a better friend, newshound, and 
know-it-all with Yahoo! Mobile.  Try it now.  http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ


From grosland at mtsu.edu  Thu May  1 14:16:12 2008
From: grosland at mtsu.edu (Matt Grosland)
Date: Thu, 1 May 2008 13:16:12 -0500
Subject: [rt-users] 3.0.10 to 3.6.6 Upgrade NEVERMIND
Message-ID: <1CFF90F5-3734-4552-B025-E7E286C5944C@mtsu.edu>

The problem was the the RT_Config.pm file was overwritten and needed  
to have the rt user password reset.

-Matt

Matt Grosland
Manager of IT
Dept of Recording Industry
Middle Tennessee State University
(615) 494-8997
grosland at mtsu.edu

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From lists at svrinformatica.it  Thu May  1 14:29:36 2008
From: lists at svrinformatica.it (Mailing List SVR)
Date: Thu, 1 May 2008 20:29:36 +0200 (CEST)
Subject: [rt-users] Spreeadsheet, utf-8 and ms excel
In-Reply-To: <50945.217.202.145.71.1209659113.squirrel@www.svrinformatica.it>
References: <1209644483.7515.3.camel@localhost.localdomain>
	<0A43D660-9AF2-4E00-9643-7C3E15C7B609@bestpractical.com>
	<1209657021.8801.4.camel@localhost.localdomain>
	<F52EB9B4-B10A-4D53-A25C-6C923E7A919E@bestpractical.com>
	<50945.217.202.145.71.1209659113.squirrel@www.svrinformatica.it>
Message-ID: <60822.217.201.148.195.1209666576.squirrel@www.svrinformatica.it>



> 
> 
>>
>> On May 1, 2008, at 11:50 AM,
Mailing List SVR wrote:
>>> Il giorno gio, 01/05/2008 alle
09.55 -0400, Jesse Vincent ha
> scritto:
>>>> On
May 1, 2008, at 8:21 AM, Mailing List SVR
> wrote:
>>>>> When export a search result as tsv
>
spreedsheet ms excel doesn't
>>>>> properly
>>>>> display non ASCII characters:
>>>>>
>>>>> for example ? is
displayed as ??
>>>>>
>>>>> and so on,
>>>>>
>>>>
>>>> Nicola, What RT are
> you
testing with?
>>>
>>> Thanks for your quick
> answer,
>>>
>>> I'm using rt 3.6.5 on
centos 5.1,
>>>
>>> I quickly looked at 3.6.6
code and doesn't seem
> there are changes
>>>
related to spreeadsheet generation
>>>
>>> If
I open the tsv file with notepad and save it
> as unicode and then
I
>>> open the file with ms excel all is
> fine,
>>>
>>> If I open with openoffice calc and
> import as utf-8 all is fine,
>>>
>>>
even if I change
> content_type from application/vnd.ms-excel to
text/
>>> csv
>>> in Results.csv source file
and then I import the generated tsv
> in ms
>>>
excel and specify utf-8 encoding all is fine
>>>
>>> maybe some header in missing in tsv generation
>>
>>
>> Can you find out whether MS accepts
a way to
> specify this from MIME
>> types (possbily
application/vnd.ms-excel;
> charset=utf8) ? If there's a
>> change we can make, I'd be happy to
> make it
>

> It doesn't work ...
> 
> Can I export the
> spreadsheets with iso-8859-15 encoding ?
> 
>
thanks
> Nicola
> 

It seems that Excel doesn't
use the charset header, it always import the file as Windows-1252 (on
Windows). The only solution I found is to export as html entity.

I tested the solution proposed here (export as html entity) and it
works:

http://www.listsearch.com/Lasso/Thread/index.lasso?16733

I
would like some help to do this inside request tracker,

thanks
Nicola



>
_______________________________________________
>
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>

> Community help: http://wiki.bestpractical.com
>
Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly
Media.
> Buy a copy at http://rtbook.bestpractical.com
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From jmhanks1373 at hotmail.com  Thu May  1 17:55:42 2008
From: jmhanks1373 at hotmail.com (Jared Hanks)
Date: Thu, 1 May 2008 14:55:42 -0700
Subject: [rt-users] Modify "Login" page, is it index.html?
Message-ID: <BLU113-W27DDC3BD25A02D8EC72F48B1DB0@phx.gbl>

Hello,
 
I'm trying to modify the RT "Login" page to add a few extra links (for going to our custom support ticket page, and a few others) and I'm not quite sure if I'm modifying the correct thing.  I know anything that I want to change needs to be in the local/html, not share/html, directory.  To add a few links above the "Login" section, do I just edit index.html, or is it another page I need to modify?  I don't know HTML that well so I have Dreamweaver and CoffeeCup HTML editors.  I tried looking around the internet and the wiki and couldn't find what I needed to do to add the links.
 
Thanks,Jared
_________________________________________________________________
Spell a grand slam in this game where word skill meets World Series. Get in the game.
http://club.live.com/word_slugger.aspx?icid=word_slugger_wlhm_admod_april08
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From Horst.Kriegers at loterie.ch  Fri May  2 02:18:12 2008
From: Horst.Kriegers at loterie.ch (Horst Kriegers)
Date: Fri, 02 May 2008 08:18:12 +0200
Subject: [rt-users] CF - Select values rights
Message-ID: <481ACE49.7061.0039.0@loterie.ch>

I need to give some users the right to only add/remove values for
a "select one from many" custom field.
 
It is possible ? What are the rights which must be defined ?
 
Thanks for your help.
Horst
 
 

___________________________________________________________
Le contenu de ce courriel est uniquement r?serv? ? la personne ou 
l'organisme ? qui il est destin?. Si vous n'?tes pas le destinataire
pr?vu, veuillez nous en informer au plus vite et d?truire le pr?sent
courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel,
de le distribuer ou de l'utiliser de quelque mani?re que ce soit.

The content of this e-mail is intended only and solely for the use 
of the named recipient or organisation. If you are not the named 
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In this case, you are nor allowed to copy, distribute or use this 
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From bduff at covista.com  Fri May  2 12:33:36 2008
From: bduff at covista.com (Bob Duff)
Date: Fri, 2 May 2008 12:33:36 -0400
Subject: [rt-users] RT 3.6.6 Install .. stuck on Apache configuration
In-Reply-To: <970768.54287.qm@web52907.mail.re2.yahoo.com>
Message-ID: <DC7CF88A7772A34888266624CC20D4DB145B5C9C2D@s2chmailx.s2chmailx.covista.net>

Do not have an /etc/sysconfig/apache file on my server (CentOS 4).  Do have an /etc/sysconfig/httpd, it does not list the apache modules.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Winn Johnston
Sent: Thursday, May 01, 2008 11:27 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT 3.6.6 Install .. stuck on Apache configuration

check your /etc/sysconfig/apache

APACHE_MODULES="actions rewrite alias auth_basic authn_file authz_host authz_groupfile authz_default authz_user authn_dbm autoindex cgi dir env expires include log_config mime negotiation setenvif ssl suexec userdir php5 perl"

make sure you have perl in there, then restart apache

-winn


--- Bob Duff <bduff at covista.com> wrote:

> Tried a couple more things still no luck.. anyone else have any
> advice?
>
> Thanks
> Bob
>
> ________________________________
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bob
> Duff
> Sent: Tuesday, April 29, 2008 5:00 PM
> To: 'rt-users at lists.bestpractical.com'
> Subject: [rt-users] RT 3.6.6 Install .. stuck on Apache configuration
>
> I'm have installed RT 3.6 successfully from source but there is a
> configuration problem I can't seem to find.  I get the following error
> when I pull up my
> url:
> RT: Request Tracker
> You're almost there!
>
> You haven't yet configured your webserver to run RT.
>
> You appear to have installed RT's web interface correctly, but haven't
> yet configured your web server to "run" the RT server which powers the
> web interface.
>
> The next step is to edit your webserver's configuration file to
> instruct it to use RT's mod_perl , fastcgi or speedycgi handler.
>
>
______________________________________________________________________________________________________________
>
> Here are my configuration files:
>
> httpd.conf virtual host section for rt:
>
> <VirtualHost *>
>
> ServerName rt.covista.com
>
> DocumentRoot /opt/rt3/share/html
>
> AddDefaultCharset UTF-8
>
> PerlModule Apache::DBI
>
> PerlRequire /opt/rt3/bin/webmux.pl
>
> <Location /rt3>
>
> SetHandler perl-script
>
> PerlHandler RT::Mason
>
> </Location>
>
> </VirtualHost>
>
>
>
> RT_SiteConfig.pm
>
> # Any configuration directives you include here will override # RT's
> default configuration file, RT_Config.pm # # To include a directive
> here, just copy the equivalent statement # from RT_Config.pm and
> change the value. We've included a single # sample value below.
>
> #
>
> # This file is actually a perl module, so you can include valid # perl
> code, as well.
>
> #
>
> # The converse is also true, if this file isn't valid perl, you're #
> going to run into trouble. To check your SiteConfig file, use # this
> comamnd:
>
> #
>
> # perl -c /path/to/your/etc/RT_SiteConfig.pm
>
> Set( $rtname, 'covista');
>
> Set($Organization, "rt.covista.com");
>
> Set($Timezone, 'US/Eastern');
>
> Set($WebBaseURL,
> "http://rt.covista.com<http://rt.covista.com/>");
>
> Set($Webpath, "/rt3");
>
> Set($CorrespondAddress,
>
'correspond at rt.covista.com'<mailto:'correspond at rt.covista.com'>);
>
> Set($CommentAddress,
>
'comment at rt.covista.com'<mailto:'comment at rt.covista.com'>);
>
> Set($logToSyslog, '');
>
> Set($logToFile, 'debug');
>
>  Set($LogDir, '/var/log');
>
> Set($LogToFileNamed , "rt.log");
>
> Set($OwnerEmail,
> admin at covista.com<mailto:admin at covista.com>);
>
> Set($MyTicketsLength, 20);
>
> Set($SendmailPath , "/usr/sbin/sendmail");
>
> Set($SendmailArguments , "-oi -t");
>
>  1;
>
>
_____________________________________________________________________________________________________
>
> Anyone see something I should have caught here?  If not any tips on
> how to resolve this problem?
>
> Thanks
> Bob Duff
>
> > _______________________________________________
>
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com Commercial support:
> sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com



      ____________________________________________________________________________________
Be a better friend, newshound, and
know-it-all with Yahoo! Mobile.  Try it now.  http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com


From yvo.vandoorn at gmail.com  Fri May  2 13:37:01 2008
From: yvo.vandoorn at gmail.com (Yvo van Doorn)
Date: Fri, 2 May 2008 10:37:01 -0700
Subject: [rt-users] RT 3.6.6 /w LDAP - Error: "Could not load a valid user"
Message-ID: <740f716a0805021037y2ec9ebfas26c40c0af05dc9b0@mail.gmail.com>

Hey everyone,

I currently have RT 3.6.6 installed with the LDAP overlay. Everything
has been peachy but a change was recently made by a parting employee
to RT that impacted us negatively. The system no longer creates new
users if they aren't in RT but are in LDAP. This used to work. For
those that aren't in RT, they get an error like this one:


Subject:  Could not load a valid user
Message:
RT could not load a valid user, and RT's configuration does not allow
for the creation of a new user for this email (nsi at an.okaycompany.com).

You might need to grant 'Everyone' the right 'ReplyToTicket' for the
queue hr.




The queues do have the proper permissions assigned so that isn't where
the problem lies.

Here is my RT_SiteConfig.pm file:
# Any configuration directives you include  here will override
# RT's default configuration file, RT_Config.pm
#
# To include a directive here, just copy the equivalent statement
# from RT_Config.pm and change the value. We've included a single
# sample value below.
#
# This file is actually a perl module, so you can include valid
# perl code, as well.
#
# The converse is also true, if this file isn't valid perl, you're
# going to run into trouble. To check your SiteConfig file, use
# this comamnd:
#
#   perl -c /path/to/your/etc/RT_SiteConfig.pm

Set( $rtname, 'cmo');
Set($DatabasePassword , "rt_pass");
Set($Organization , "cmo");
Set($NotifyActor, 1);
Set($WebBaseURL , "http://rt.okaycompany.com");
Set($ParseNewMessageForTicketCcs, 1);
Set($ParseFollowupMessageForTicketCcs, 1);
Set($Timezone, 'America/Los_Angeles');

Set($OwnerEmail , 'nsi at an.okaycompany.com');
Set($LoopsToRTOwner , 1);
Set($StoreLoops , undef);
Set($MaxAttachmentSize , 10000000);
Set($TruncateLongAttachments , undef);
Set($DropLongAttachments , undef);
Set($RTAddressRegexp , '(((helpdesk)|[a-z]+-(support|oncall|todo|tools|system|ne
twork))|\@rt|\@tickets|\@sgrt)');
Set($CanonicalizeOnCreate , 0);
Set($SenderMustExistInExternalDatabase , false);
Set($CorrespondAddress , 'RT_CorrespondAddressNotSet');
Set($CommentAddress , 'RT_CommentAddressNotSet');

Set($LogToFileNamed, "/var/log/rt3/rt.log");
Set($LogToFile, 'debug');

Set($AuthMethods, ['Internal','LDAP']);
Set($LdapExternalAuth, 1);
Set($LdapExternalInfo, 1);
Set($LdapAutoCreateNonLdapUsers, 0);

Set($LdapAttrMap, {'Name' => 'sAMAccountName',
                  'EmailAddress' => 'mail',
                  'Organization' => 'physicalDeliveryOfficeName',
                  'RealName' => 'cn',
                  'ExternalContactInfoId' => 'dn',
                  'ExternalAuthId' => 'sAMAccountName',
                  'Gecos' => 'sAMAccountName',
                  'WorkPhone' => 'telephoneNumber',
                  'Address1' => 'streetAddress',
                  'City' => 'l',
                  'State' => 'st',
                  'Zip' => 'postalCode',
                  'Country' => 'co'}
);


Set($LdapRTAttrMatchList, ['ExternalContactInfoId', 'Name',
                           'EmailAddress', 'RealName',
                           'WorkPhone', 'Address2']
);


Set($LdapEmailAttrMatchList, ['mail', 'mailRoutingAddress',
                              'mailAlternateAddress']
);

#Set($LdapEmailAttrMatchPrefix, ['',  'SMTP:'] );
Set($LdapEmailAttrMatchPrefix, ['SMTP:'] );


Set($LdapServer, 'thecorporateoverloadldapserver.com:3268');
Set($LdapUser, 'theaccount');
Set($LdapPass, 'thepassword');
Set($LdapBase, 'DC=corp,DC=int,DC=corporateoverloard,DC=com');
Set($LdapUidAttr, 'sAMAccountName');
$LdapFilter="(objectclass=*)";
Set($LdapSSLVersion, 3);

1;



Here is output from the logs:

[Fri May  2 16:50:19 2008] [debug]: Converting 'us-ascii' to 'utf-8'
for text/plain - [RT #110565] [cmo #70143] [Comment] Supervisor
Changes   (/
opt/rt3/lib/RT/I18N.pm:240)
[Fri May  2 16:50:19 2008] [debug]: Found a ticket ID. It's 70143
(/opt/rt3/lib/RT/Interface/Email.pm:480)
[Fri May  2 16:50:19 2008] [info]: RT::User::LookupExternalUserInfo :
DC=,DC=corp,DC=int,DC=corpoverloard,DC=com
mail=SMTP:payroll at tickets.int.corpoverloard.com =>
  EmailAddress: , Name: , RealName: "" (/opt/rt3/local/lib/RT/User_Local.pm:563)
[Fri May  2 16:50:19 2008] [info]: RT::User::LookupExternalUserInfo :
DC=,DC=corp,DC=int,DC=corpoverloard,DC=com
mailRoutingAddress=SMTP:payroll at tickets.i
nt.corpoverloard.com =>  EmailAddress: , Name: , RealName: ""
(/opt/rt3/local/lib/RT/User_Local.pm:563)
[Fri May  2 16:50:19 2008] [debug]: About to think about scrips for
transaction #839194 (/opt/rt3/lib/RT/Transaction_Overlay.pm:167)
[Fri May  2 16:50:19 2008] [debug]: About to prepare scrips for
transaction #839194 (/opt/rt3/lib/RT/Transaction_Overlay.pm:171)
[Fri May  2 16:50:19 2008] [debug]: Found 1 scrips
(/opt/rt3/lib/RT/Scrips_Overlay.pm:365)
[Fri May  2 16:50:19 2008] [debug]: Converting 'us-ascii' to 'utf-8'
for text/plain - [RT #110565] [cmo #70143] [Comment] Supervisor
Changes   (/
opt/rt3/lib/RT/I18N.pm:240)
[Fri May  2 16:50:19 2008] [debug]: Found a ticket ID. It's 70143
(/opt/rt3/lib/RT/Interface/Email.pm:480)
[Fri May  2 16:50:19 2008] [debug]: About to commit scrips for
transaction #839194 (/opt/rt3/lib/RT/Transaction_Overlay.pm:180)
[Fri May  2 16:50:20 2008] [info]: RT::User::LookupExternalUserInfo :
DC=,DC=corp,DC=int,DC=corpoverloard,DC=com
mailAlternateAddress=SMTP:payroll at tickets
.int.corpoverloard.com =>  EmailAddress: , Name: , RealName: ""
(/opt/rt3/local/lib/RT/User_Local.pm:563)
[Fri May  2 16:50:20 2008] [info]: RT::User::LookupExternalUserInfo :
DC=,DC=corp,DC=int,DC=corpoverloard,DC=com
mail=SMTP:payroll at tickets.int.corpoverloard.com =>
  EmailAddress: , Name: , RealName: "" (/opt/rt3/local/lib/RT/User_Local.pm:563)
[Fri May  2 16:50:20 2008] [info]: RT::User::LookupExternalUserInfo :
DC=,DC=corp,DC=int,DC=corpoverloard,DC=com
sAMAccountName=payroll at tickets.int.corpoverloard.c
om =>  EmailAddress: , Name: , RealName: ""
(/opt/rt3/local/lib/RT/User_Local.pm:563)
[Fri May  2 16:50:20 2008] [info]: RT::User::LookupExternalUserInfo :
DC=,DC=corp,DC=int,DC=corpoverloard,DC=com
mailRoutingAddress=SMTP:payroll at tickets.i
nt.corpoverloard.com =>  EmailAddress: , Name: , RealName: ""
(/opt/rt3/local/lib/RT/User_Local.pm:563)
[Fri May  2 16:50:20 2008] [info]: RT::User::LookupExternalUserInfo :
DC=,DC=corp,DC=int,DC=corpoverloard,DC=com
mail=payroll at tickets.int.corpoverloard.com =>  Ema
ilAddress: , Name: , RealName: "" (/opt/rt3/local/lib/RT/User_Local.pm:563)
[Fri May  2 16:50:20 2008] [info]: RT::User::LookupExternalUserInfo :
DC=,DC=corp,DC=int,DC=corpoverloard,DC=com
mailAlternateAddress=SMTP:payroll at tickets
.int.corpoverloard.com =>  EmailAddress: , Name: , RealName: ""
(/opt/rt3/local/lib/RT/User_Local.pm:563)
[Fri May  2 16:50:20 2008] [info]: RT::User::LookupExternalUserInfo :
DC=,DC=corp,DC=int,DC=corpoverloard,DC=com
cn=payroll at tickets.int.corpoverloard.com =>  Email
Address: , Name: , RealName: "" (/opt/rt3/local/lib/RT/User_Local.pm:563)
[Fri May  2 16:50:21 2008] [info]: RT::User::LookupExternalUserInfo :
DC=,DC=corp,DC=int,DC=corpoverloard,DC=com
sAMAccountName=payroll at tickets.int.corpoverloard.c
om =>  EmailAddress: , Name: , RealName: ""
(/opt/rt3/local/lib/RT/User_Local.pm:563)
[Fri May  2 16:50:21 2008] [info]: RT::User::LookupExternalUserInfo :
DC=,DC=corp,DC=int,DC=corpoverloard,DC=com
mail=payroll at tickets.int.corpoverloard.com =>  Ema
ilAddress: , Name: , RealName: "" (/opt/rt3/local/lib/RT/User_Local.pm:563)
[Fri May  2 16:50:21 2008] [info]: RT::User::LookupExternalUserInfo :
DC=,DC=corp,DC=int,DC=corpoverloard,DC=com
cn=payroll at tickets.int.corpoverloard.com =>  Email
Address: , Name: , RealName: "" (/opt/rt3/local/lib/RT/User_Local.pm:563)
[Fri May  2 16:50:21 2008] [info]: RT::User::LookupExternalUserInfo :
DC=,DC=corp,DC=int,DC=corpoverloard,DC=com
mail=SMTP:payroll at tickets.int.corpoverloard.com =>
  EmailAddress: , Name: , RealName: "" (/opt/rt3/local/lib/RT/User_Local.pm:563)
[Fri May  2 16:50:21 2008] [info]: RT::User::LookupExternalUserInfo :
DC=,DC=corp,DC=int,DC=corpoverloard,DC=com
mail=SMTP:payroll at tickets.int.corpoverloard.com =>
  EmailAddress: , Name: , RealName: "" (/opt/rt3/local/lib/RT/User_Local.pm:563)
[Fri May  2 16:50:21 2008] [info]: RT::User::LookupExternalUserInfo :
DC=,DC=corp,DC=int,DC=corpoverloard,DC=com
mailRoutingAddress=SMTP:payroll at tickets.i
nt.corpoverloard.com =>  EmailAddress: , Name: , RealName: ""
(/opt/rt3/local/lib/RT/User_Local.pm:563)
[Fri May  2 16:50:22 2008] [info]: RT::User::LookupExternalUserInfo :
DC=,DC=corp,DC=int,DC=corpoverloard,DC=com
mailRoutingAddress=SMTP:payroll at tickets.i
nt.corpoverloard.com =>  EmailAddress: , Name: , RealName: ""
(/opt/rt3/local/lib/RT/User_Local.pm:563)
[Fri May  2 16:50:22 2008] [info]: RT::User::LookupExternalUserInfo :
DC=,DC=corp,DC=int,DC=corpoverloard,DC=com
mailAlternateAddress=SMTP:payroll at tickets
.int.corpoverloard.com =>  EmailAddress: , Name: , RealName: ""
(/opt/rt3/local/lib/RT/User_Local.pm:563)
[Fri May  2 16:50:22 2008] [crit]: User creation failed in
mailgateway: Could not set user info
(/opt/rt3/lib/RT/Interface/Email.pm:243)
[Fri May  2 16:50:22 2008] [info]: RT::User::LookupExternalUserInfo :
DC=,DC=corp,DC=int,DC=corpoverloard,DC=com
mailAlternateAddress=SMTP:payroll at tickets
.int.corpoverloard.com =>  EmailAddress: , Name: , RealName: ""
(/opt/rt3/local/lib/RT/User_Local.pm:563)
[Fri May  2 16:50:22 2008] [crit]: User creation failed in
mailgateway: Could not set user info
(/opt/rt3/lib/RT/Interface/Email.pm:243)
[Fri May  2 16:50:22 2008] [info]: RT::User::LookupExternalUserInfo :
DC=,DC=corp,DC=int,DC=corpoverloard,DC=com
mail=SMTP:payroll at tickets.int.corpoverloard.com =>
  EmailAddress: , Name: , RealName: "" (/opt/rt3/local/lib/RT/User_Local.pm:563)
[Fri May  2 16:50:23 2008] [info]: RT::User::LookupExternalUserInfo :
DC=,DC=corp,DC=int,DC=corpoverloard,DC=com
mailRoutingAddress=SMTP:payroll at tickets.i
nt.corpoverloard.com =>  EmailAddress: , Name: , RealName: ""
(/opt/rt3/local/lib/RT/User_Local.pm:563)
[Fri May  2 16:50:23 2008] [info]: RT::User::LookupExternalUserInfo :
DC=,DC=corp,DC=int,DC=corpoverloard,DC=com
mail=SMTP:payroll at tickets.int.corpoverloard.com =>
  EmailAddress: , Name: , RealName: "" (/opt/rt3/local/lib/RT/User_Local.pm:563)
[Fri May  2 16:50:23 2008] [info]: RT::User::LookupExternalUserInfo :
DC=,DC=corp,DC=int,DC=corpoverloard,DC=com
mailAlternateAddress=SMTP:payroll at tickets
.int.corpoverloard.com =>  EmailAddress: , Name: , RealName: ""
(/opt/rt3/local/lib/RT/User_Local.pm:563)
[Fri May  2 16:50:23 2008] [warning]: Couldn't load user
'payroll at tickets.int.corpoverloard.com'.giving up
(/opt/rt3/lib/RT/Interface/Email.pm:329)
[Fri May  2 16:50:23 2008] [crit]: User
'payroll at tickets.int.corpoverloard.com' could not be loaded in the
mail gateway (/opt/rt3/lib/RT/Interface/Email.
pm:243)
[Fri May  2 16:50:23 2008] [info]: RT::User::LookupExternalUserInfo :
DC=,DC=corp,DC=int,DC=corpoverloard,DC=com
mailRoutingAddress=SMTP:payroll at tickets.i
nt.corpoverloard.com =>  EmailAddress: , Name: , RealName: ""
(/opt/rt3/local/lib/RT/User_Local.pm:563)
[Fri May  2 16:50:23 2008] [error]: RT could not load a valid user,
and RT's configuration does not allow
for the creation of a new user for this email (nsi at corp.okaycompany.com).

You might need to grant 'Everyone' the right 'ReplyToTicket' for the
queue hr. (/opt/rt3/lib/RT/Interface/Email.pm:243)
[Fri May  2 16:50:24 2008] [info]: RT::User::LookupExternalUserInfo :
DC=,DC=corp,DC=int,DC=corpoverloard,DC=com
mailAlternateAddress=SMTP:payroll at tickets
.int.corpoverloard.com =>  EmailAddress: , Name: , RealName: ""
(/opt/rt3/local/lib/RT/User_Local.pm:563)
[Fri May  2 16:50:24 2008] [warning]: Couldn't load user
'payroll at tickets.int.corpoverloard.com'.giving up
(/opt/rt3/lib/RT/Interface/Email.pm:329)
[Fri May  2 16:50:24 2008] [crit]: User
'payroll at tickets.int.corpoverloard.com' could not be loaded in the
mail gateway (/opt/rt3/lib/RT/Interface/Email.
pm:243)
[Fri May  2 16:50:24 2008] [error]: Could not record email: Could not
load a valid user
(/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75)
[Fri May  2 16:50:24 2008] [error]: RT could not load a valid user,
and RT's configuration does not allow
for the creation of a new user for this email (nsi at corp.okaycompany.com).

You might need to grant 'Everyone' the right 'ReplyToTicket' for the
queue hr. (/opt/rt3/lib/RT/Interface/Email.pm:243)


From mike.peachey at jennic.com  Fri May  2 13:40:06 2008
From: mike.peachey at jennic.com (Mike Peachey)
Date: Fri, 02 May 2008 18:40:06 +0100
Subject: [rt-users] RT 3.6.6 /w LDAP - Error: "Could not load a valid
 user"
In-Reply-To: <740f716a0805021037y2ec9ebfas26c40c0af05dc9b0@mail.gmail.com>
References: <740f716a0805021037y2ec9ebfas26c40c0af05dc9b0@mail.gmail.com>
Message-ID: <481B51F6.5040001@jennic.com>

Yvo van Doorn wrote:
> Set($LdapUidAttr, 'sAMAccountName');
> $LdapFilter="(objectclass=*)";
> Set($LdapSSLVersion, 3);


Set missing from LdapFilter.
-- 
Kind Regards,

__________________________________________________

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
__________________________________________________


From mike.peachey at jennic.com  Fri May  2 13:50:40 2008
From: mike.peachey at jennic.com (Mike Peachey)
Date: Fri, 02 May 2008 18:50:40 +0100
Subject: [rt-users] RT 3.6.6 /w LDAP - Error: "Could not load a valid
 user"
In-Reply-To: <740f716a0805021046s3b5bb8d2o2120a510be99ec8@mail.gmail.com>
References: <740f716a0805021037y2ec9ebfas26c40c0af05dc9b0@mail.gmail.com>	
	<481B51F6.5040001@jennic.com>
	<740f716a0805021046s3b5bb8d2o2120a510be99ec8@mail.gmail.com>
Message-ID: <481B5470.8080508@jennic.com>

Yvo van Doorn wrote:
> On Fri, May 2, 2008 at 10:40 AM, Mike Peachey <mike.peachey at jennic.com> wrote:
>> Yvo van Doorn wrote:
>>
>>> Set($LdapUidAttr, 'sAMAccountName');
>>> $LdapFilter="(objectclass=*)";
>>> Set($LdapSSLVersion, 3);
>>>
>>
>>  Set missing from LdapFilter.
>>
> Fixed this just now. Would this cause it to error like this?

Difficult to say.. it's all a bit of a mess. Test it.
-- 
Kind Regards,

__________________________________________________

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
__________________________________________________


From lists_rt at amnesiamachine.com  Fri May  2 14:08:00 2008
From: lists_rt at amnesiamachine.com (RT Lists)
Date: Fri, 2 May 2008 12:08:00 -0600
Subject: [rt-users] Link issues in the Tickets section (ie: static
	search)
In-Reply-To: <21044E8C915A7E43B90A1056127160F11EA9DE@EXMAIL.protus.org>
References: <21044E8C915A7E43B90A1056127160F11EA9DE@EXMAIL.protus.org>
Message-ID: <1a260ce60805021108vc101351g53021ea2a9bac0ee@mail.gmail.com>

Hi Nelson,

Forgive me if I'm covering what you've tried already. To start out, in your
RT_SiteConfig, verify your WebPath and WebBaseURL settings.  As an example,
here's the relevant settings from an existing RT setup:
Set($WebPath , "/rt");
Set($WebBaseURL , "http://10.0.0.15:$WebPort");

This tells RT that it's supposed to be located at http://10.0.0.15:80/rt (I
think in your case, $WebPath would be just "/").

As for the capitalization issue... have you performed any changes whatsoever
to RT-related files, other than RT_SiteConfig.pm in [rtpath]/etc?

-Matt


On Tue, Apr 29, 2008 at 12:51 PM, Nelson Pereira <npereira at protus.com>
wrote:

>  Hi all,
>
>
>
> I've noticed a problem that I'm unsure when it actually started.
>
>
>
> When you click on the Tickets link (https://domain.com/Search/Build.html)
> at the top of the page in RT at a glance,
>
> When you click on one of the tickets that show up, the link is wrong,
> hence brings you to a page cannot be displayed.
>
>
>
> The link looks like this: https://ticket/Display.html?id=143
>
> When it should look like this:
> https://domain.com/Ticket/Display.html?id=143
>
>
>
> Notice the host part missing and the "t" is suppose to be Capitalized.
>
>
>
> Anyone can tell me how I can fix this? This seams to be an issue with the
> search I think or something.
>
>
>
>
>
> *Nelson Pereira*
> Senior Network Administrator
>
> Protus IP Solutions Inc.
> npereira at protus.com
> phone: 613.733.0000 ext.528
> MyFax: 613.822.5083
> www.myfax.com
>
> Refer your friends and colleagues to MyFax!
> Click here for more information.<http://www.myfax.com/referral_program.asp>
>
> [image: www.MyFax.com] <http://www.myfax.com>
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
-------------- next part --------------
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From KFCrocker at lbl.gov  Fri May  2 14:13:52 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 02 May 2008 11:13:52 -0700
Subject: [rt-users] CF - Select values rights
In-Reply-To: <481ACE49.7061.0039.0@loterie.ch>
References: <481ACE49.7061.0039.0@loterie.ch>
Message-ID: <481B59E0.2050207@lbl.gov>

Horst,


	What other rights do those users have and are they "Global" rights or 
for a specific queue? Are they rights granted to individual users or 
user only in a certain group? Is the CF applied to ALL queues or just 
that specific one? Normally, one would have to go to 
Configuration->Custom Field->Group Rights and grant the appropriate 
rights to the correct group or user, depending on how your 
infrastructure is set up, but you didn't specify whether you grant 
rights to users individually, globally or only in groups. That would help.


Kenn
LBNL

On 5/1/2008 11:18 PM, Horst Kriegers wrote:
> I need to give some users the right to only add/remove values for
> a "select one from many" custom field.
>  
> It is possible ? What are the rights which must be defined ?
>  
> Thanks for your help.
> Horst
>  
>  
> 
> _______________________________________________________________________
> 
> Le contenu de ce courriel est uniquement r?serv? ? la personne ou 
> l'organisme ? qui il est destin?. Si vous n'?tes pas le destinataire 
> pr?vu, veuillez nous en informer au plus vite et d?truire le pr?sent 
> courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, 
> de le distribuer ou de l'utiliser de quelque mani?re que ce soit.
> 
> _______________________________________________________________________
> 
> The content of this e-mail is intended only and solely for the use of 
> the named recipient or organisation. If you are not the named recipient, 
> please inform us immediately and delete the present e-mail. In this 
> case, you are nor allowed to copy, distribute or use this e-mail in any 
> way.
> 
> _______________________________________________________________________
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From jsmoriss at mvlan.net  Fri May  2 14:38:00 2008
From: jsmoriss at mvlan.net (Jean-Sebastien Morisset)
Date: Fri, 2 May 2008 18:38:00 +0000
Subject: [rt-users] RTAT Import?
In-Reply-To: <20080430191909.GC26799@zaphod.mvlan.net>
References: <20080429140122.GE18150@zaphod.mvlan.net>
	<1209482801.18662.38.camel@mlap>
	<20080429200850.GA3822@zaphod.mvlan.net>
	<1209500104.18662.60.camel@mlap>
	<20080429201839.GB3822@zaphod.mvlan.net>
	<1209501163.18662.65.camel@mlap>
	<20080429210156.GA8944@zaphod.mvlan.net>
	<1209575215.19886.12.camel@mlap>
	<20080430175139.GB26799@zaphod.mvlan.net>
	<20080430191909.GC26799@zaphod.mvlan.net>
Message-ID: <20080502183800.GB16499@zaphod.mvlan.net>

On Wed, Apr 30, 2008 at 07:19:09PM +0000, Jean-Sebastien Morisset wrote:
> On Wed, Apr 30, 2008 at 05:51:39PM +0000, Jean-Sebastien Morisset wrote:
>> 
>> Aha! Thanks! Ok, so far this seems to work well:
> [snip!]
> 
> Alright, so I spent a little more time on this script, and added some
> validation against the customfield select values. Here's an example:
[snip!]

Well, I couldn't leave well enough alone, and kept tweeking the import
script. I know a few people are already using my first script, so you'll
probably enjoy this little update (script attached). :-)

[root:/opt/rt3/bin]
# ./rt-import-assets.pl
syntax: ./rt-import-assets.pl [-h] [-c] [-d] -f {csvfile}
        -c: create missing assets (script only updates by default)
        -d: change empty Description csv fields to Manufacturer and Model

js.
-- 
Jean-Sebastien Morisset, Sr. UNIX Administrator <jsmoriss at mvlan.net>
-------------- next part --------------
#!/usr/bin/perl

use lib qw(/opt/rt3/local/lib /opt/rt3/lib);

use RT;
use RTx::AssetTracker::Asset;
use Getopt::Std;
use strict;

our ($opt_h, $opt_d, $opt_c, $opt_f);
getopts('hcdf:');

RT::LoadConfig();
RT::Init();
my $at = RTx::AssetTracker::Asset->new(RT->SystemUser);
my %csv_map;
my $csv_col;
my $ln;
my $status;
my $msg;

if ($opt_h || !$opt_f) {
	print "syntax: $0 [-h] [-c] [-d] -f {csvfile}\n";
	print "\t-c: create missing assets (script only updates by default)\n";
	print "\t-d: change empty Description csv fields to Manufacturer and Model\n";
	exit 0;
}

open(CSV, "< $opt_f") or die "$!\n";

while (<CSV>) {
	chomp;
	$ln++;
	my $lv = $_;
	# fix empty fields without double-quotes
	while (s/",(,+")/",""$1/g) {};
	# csv fields should be padded with double quotes,
	# which allows the use of commas in field values.
	s/^"//; s/"$//;
	my @csv = split(/","/);
	# the first line should be a header. header names
	# must match customfield names, plus the Name,
	# Status and Type headers.
	if ($ln == 1) {
		if ($lv !~ /"Name"/ || 
			$lv !~ /"Status"/ || 
			$lv !~ /"Type"/) {
			print "error: need at least the Name, Status and Type headers\n";
			exit 1;
		}
		# remember the column number for each field name.
		# this allows us to include only those columns we
		# want in the csv, and in whatever order we want.
		for (@csv) { $csv_map{$_} = $csv_col++; }
		next;
	}
	if (!$csv[$csv_map{"Name"}]) {
		print "error: cannot load blank asset Name in $lv\n";
		next;
	}
	# change empty description csv fields to manufacturer and model
	if ($opt_d && defined $csv_map{"Description"} && !$csv[$csv_map{"Description"}] &&
		$csv[$csv_map{"Manufacturer"}] && $csv[$csv_map{"Model"}]) {
		$csv[$csv_map{"Description"}] = $csv[$csv_map{"Manufacturer"}]." ".$csv[$csv_map{"Model"}];
	}

	print $csv[$csv_map{"Name"}].":\n";
	# load the asset, and on failure, create the asset.
	if (my $id = $at->Load($csv[$csv_map{"Name"}])) {
		# the New Name column, if present, allows us to change the asset name.
		for my $fn ("New Name", "Status", "Type", "Description") {
			if (defined $csv_map{$fn}) {
				# if we have a New Name defined, make sure it's not
				# empty and it's different from the current Name
				if ($fn eq "New Name" && $csv[$csv_map{$fn}] && 
					$csv[$csv_map{$fn}] ne $csv["Name"]) {
			  		($status, $msg) = $at->_Set(
						Field => "Name",
						Value => $csv[$csv_map{$fn}],
						RecordTransaction => 0);
				} else {
			  		($status, $msg) = $at->_Set(
						Field => $fn,
						Value => $csv[$csv_map{$fn}],
						RecordTransaction => 0);
				}
				print "\t$msg\n" if ($status);
			}
		}
	} else {
		if (!$csv[$csv_map{"Status"}] || !$csv[$csv_map{"Type"}]) {
			print "\terror: need a Status and Type to create an asset!\n";
			next;
		}
		if ($opt_c) {
			# create using only the essential fields
			my ($id, $t, $msg) = $at->Create (
				Name => $csv[$csv_map{"Name"}],
				Status => $csv[$csv_map{"Status"}],
				Type => $csv[$csv_map{"Type"}],
				RecordTransaction => 0,
			);
			print "\t$msg\n" if ($msg);
			# set the description - if we have this field in the csv
			if (defined $csv_map{"Description"}) {
				($status, $msg) = $at->_Set(
					Field => "Description",
					Value => $csv[$csv_map{"Description"}],
					RecordTransaction => 0);
				print "\t$msg\n" if ($status);
			}
		} else {
			print "\tno create argument - skipping asset creation\n";
			next;
		}
	}
	my $atcf = $at->CustomFields();
	# check each customfield for this asset
	while (my $cf = $atcf->Next()) {
		# check to see if we have a CSV column for this customfield
 		if ($csv_col = $csv_map{$cf->Name}) {
			my $accept;
			if ($cf->Type eq "Select") {
				# read all selectable values for this customfield
				my $cfvs = $cf->Values;
				while (my $value = $cfvs->Next) {
					# check to see if new values is defined in select
					if ($value->Name eq $csv[$csv_col]) {
						$accept = 1;
						last;
					}
				}
			} elsif ($cf->Type eq "Freeform") {
				$accept = 1;
			} else {
				print "\tneed more code for ".$cf->Type." customfield type\n";
			}
			if ($accept) {
  		     		($status, $msg) = $at->AddCustomFieldValue(
					Field => $cf->Id,
					Value => $csv[$csv_col],
					RecordTransaction => 0,
				);
				print "\t$msg\n" if ($msg);
			} else {
				# don't print an error for empty select values
				print "\t\"$csv[$csv_col]\" value not ok for ".$cf->Name." customfield\n"
					if ($csv[$csv_col]);
			}
		}
	}
}

From npereira at protus.com  Fri May  2 15:21:46 2008
From: npereira at protus.com (Nelson Pereira)
Date: Fri, 2 May 2008 15:21:46 -0400
Subject: [rt-users] Link issues in the Tickets section (ie: static
	search)
In-Reply-To: <1a260ce60805021108vc101351g53021ea2a9bac0ee@mail.gmail.com>
References: <21044E8C915A7E43B90A1056127160F11EA9DE@EXMAIL.protus.org>
	<1a260ce60805021108vc101351g53021ea2a9bac0ee@mail.gmail.com>
Message-ID: <21044E8C915A7E43B90A1056127160F11EADB2@EXMAIL.protus.org>

Set($WebPath , "/");

Set($WebBaseURL , "https://rt.protus.org");

 

The problem seems to be when RT creates tickets from emails.

 

Nelson

 

 

 

________________________________

From: RT Lists [mailto:lists_rt at amnesiamachine.com] 
Sent: Friday, May 02, 2008 2:08 PM
To: Nelson Pereira
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Link issues in the Tickets section (ie: static
search)

 

Hi Nelson,

 

Forgive me if I'm covering what you've tried already. To start out, in
your RT_SiteConfig, verify your WebPath and WebBaseURL settings.  As an
example, here's the relevant settings from an existing RT setup:

 

Set($WebPath , "/rt");

Set($WebBaseURL , "http://10.0.0.15:$WebPort");

 

This tells RT that it's supposed to be located at http://10.0.0.15:80/rt
(I think in your case, $WebPath would be just "/").

 

As for the capitalization issue... have you performed any changes
whatsoever to RT-related files, other than RT_SiteConfig.pm in
[rtpath]/etc?

 

-Matt

 

 

On Tue, Apr 29, 2008 at 12:51 PM, Nelson Pereira <npereira at protus.com>
wrote:

Hi all,

 

I've noticed a problem that I'm unsure when it actually started.

 

When you click on the Tickets link (
https://domain.com/Search/Build.html) at the top of the page in RT at a
glance,

When you click on one of the tickets that show up, the link is wrong,
hence brings you to a page cannot be displayed.

 

The link looks like this: https://ticket/Display.html?id=143

When it should look like this: 
https://domain.com/Ticket/Display.html?id=143

 

Notice the host part missing and the "t" is suppose to be Capitalized.

 

Anyone can tell me how I can fix this? This seams to be an issue with
the search I think or something.

 

 

Nelson Pereira 
Senior Network Administrator 

Protus IP Solutions Inc. 
npereira at protus.com 
phone: 613.733.0000 ext.528 
MyFax: 613.822.5083 
www.myfax.com 

Refer your friends and colleagues to MyFax! 
Click here for more information.
<http://www.myfax.com/referral_program.asp>  

  <http://www.myfax.com> 

 


_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

 

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From gleduc at mail.sdsu.edu  Fri May  2 15:55:05 2008
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Fri, 02 May 2008 12:55:05 -0700
Subject: [rt-users] Link issues in the Tickets section (ie: static
 search)
In-Reply-To: <21044E8C915A7E43B90A1056127160F11EADB2@EXMAIL.protus.org>
References: <21044E8C915A7E43B90A1056127160F11EA9DE@EXMAIL.protus.org>
	<1a260ce60805021108vc101351g53021ea2a9bac0ee@mail.gmail.com>
	<21044E8C915A7E43B90A1056127160F11EADB2@EXMAIL.protus.org>
Message-ID: <6.2.1.2.2.20080502124911.02448450@mail.sdsu.edu>

Hi Nelson,

The address for my RT is https://server.myorg.org/rt

Here's what works for me:

Set($WebPath , "/rt");
Set($WebPort , 443);
Set($WebBaseURL , "https://server.myorg.org:$WebPort");
Set($WebURL , $WebBaseURL . $WebPath . "/");

Maybe it's the $WebPort setting in $WebBaseURL...

Regards,
Gene

At 12:21 PM 5/2/2008, Nelson Pereira wrote:
>Content-class: urn:content-classes:message
>Content-Type: multipart/related;
>         type="multipart/alternative";
>         boundary="----_=_NextPart_001_01C8AC89.C060F533"
>
>Set($WebPath , "/");
>Set($WebBaseURL , "https://rt.protus.org");
>
>The problem seems to be when RT creates tickets from emails.
>
>Nelson
>


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 
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From barnesaw at ucrwcu.rwc.uc.edu  Fri May  2 17:25:27 2008
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Fri, 02 May 2008 17:25:27 -0400
Subject: [rt-users] Link issues in the Tickets section (ie: static
	search)
In-Reply-To: <21044E8C915A7E43B90A1056127160F11EA9DE@EXMAIL.protus.org>
References: <21044E8C915A7E43B90A1056127160F11EA9DE@EXMAIL.protus.org>
Message-ID: <481B86C7.8050300@ucrwcu.rwc.uc.edu>

It sounds like your $DefaultSearchResultFormat may be broken.  Did you 
set this in RT_SiteConfig.pm?  If not, check it in RT_Config.pm to make 
sure nothing got messed up there.

Barring anything there, go to Advanced on /Search/Build.html in your 
browser.  Look at the bottom text box, as that defines your search 
result format.  On every system I've played with, that shows links 
formed as <a href="/Ticket/Display.html?id=__id__">__id__</a>

I suspect yours will show as ><a 
href="//ticket/Display.html?id=__id__">__id__</a> or something similar.

For your reference, in RT_Config.pm on my live system I have
# $DefaultSearchResultFormat is the default format for RT search results
Set ($DefaultSearchResultFormat, qq{
   '<B><A 
HREF="$RT::WebPath/Ticket/Display.html?id=__id__">__id__</a></B>/TITLE:#',
   '<B><A 
HREF="$RT::WebPath/Ticket/Display.html?id=__id__">__Subject__</a></B>/TITLE:Subject',
   Status,
   QueueName,
   OwnerName,
   Priority,
   '__NEWLINE__',
   '',
   '<small>__Requestors__</small>',
   '<small>__CreatedRelative__</small>',
   '<small>__ToldRelative__</small>',
   '<small>__LastUpdatedRelative__</small>',
   '<small>__TimeLeft__</small>'});

YMMV.  Hope this helps you track it down.


Nelson Pereira wrote:
>
> Hi all,
>
>  
>
> I?ve noticed a problem that I?m unsure when it actually started.
>
>  
>
> When you click on the Tickets link 
> (https://domain.com/Search/Build.html) at the top of the page in RT at 
> a glance,
>
> When you click on one of the tickets that show up, the link is wrong, 
> hence brings you to a page cannot be displayed.
>
>  
>
> The link looks like this: https://ticket/Display.html?id=143
>
> When it should look like this: 
> https://domain.com/Ticket/Display.html?id=143
>
>  
>
> Notice the host part missing and the ?t? is suppose to be Capitalized.
>
>  
>
> Anyone can tell me how I can fix this? This seams to be an issue with 
> the search I think or something.
>
>  
>
>  
>
> *Nelson Pereira*
> Senior Network Administrator
>
> Protus IP Solutions Inc.
> npereira at protus.com <mailto:npereira at protus.com>
> phone: 613.733.0000 ext.528
> MyFax: 613.822.5083
> www.myfax.com <http://www.myfax.com>
>
> Refer your friends and colleagues to MyFax!
> Click here for more information. 
> <http://www.myfax.com/referral_program.asp>
>
> 	
>
> www.MyFax.com <http://www.myfax.com>
>
>  
>
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com


From maurice at iparadigms.com  Fri May  2 20:17:07 2008
From: maurice at iparadigms.com (Maurice Chung)
Date: Fri, 2 May 2008 17:17:07 -0700 (PDT)
Subject: [rt-users] RT 3.6.3;
	how to have queue-specific scrip override global?
Message-ID: <30106762.29621209773827757.JavaMail.root@mail.turnitin.com>

Hello,

We have a queue-specific scrip that we'd like to override a global scrip with the same conditions; I found this patch: http://page.mi.fu-berlin.de/pape/rt3screenshots/ 
but was wondering if there was a way in RT (ver. 3.6.3) that I am not aware of, of doing this?

Looked through the RT Wiki pages on scrips but no dice =)

Thanks all - 
maurice

------------------------------------------------------------------
Maurice Chung
JrSysAdmin
iParadigms, LLC - developers of Turnitin and iThenticate
1624 Franklin Street, 7th Floor
Oakland, CA 94612
p +1.510.287.9720 x309
f +1.510.444.1952
e maurice at iparadigms.com

iParadigms, LLC is committed to developing standard-setting,
internet-based tools that protect intellectual property, promote
academic and corporate integrity, and improve overall client
productivity.

The information contained in this message may be privileged and
confidential and protected from disclosure. If the reader of this
message is not the intended recipient, or an employee or agent
responsible for delivering this message to the intended recipient, you
are hereby notified that any dissemination, distribution or copying of
this communication is strictly prohibited. If you have received this
communication in error, please notify the sender immediately by
replying to the message and deleting it from your computer.



From asallade at PTSOWA.ORG  Sat May  3 20:55:38 2008
From: asallade at PTSOWA.ORG (Aaron Sallade)
Date: Sat, 3 May 2008 17:55:38 -0700
Subject: [rt-users] RT 3.6.3;
	how to have queue-specific scrip override global?
In-Reply-To: <30106762.29621209773827757.JavaMail.root@mail.turnitin.com>
References: <30106762.29621209773827757.JavaMail.root@mail.turnitin.com>
Message-ID: <33DEE66ED2E72346ABC638427A77014050C45E@PTSOEXCHANGE.PTSOWA.ORG>

Remove the scrip from global, and add it to all of the queues except the
one that will have different behavior.

Aaron Sallade'
Application Manager
PTSO of Washington
"Shared Technology for Community Health"
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
asallade at ptsowa.org

-----Original Message-----
From: Maurice Chung [mailto:maurice at iparadigms.com] 
Sent: Friday, May 02, 2008 5:17 PM
To: rt-users
Subject: [rt-users] RT 3.6.3;how to have queue-specific scrip override
global?

Hello,

We have a queue-specific scrip that we'd like to override a global scrip
with the same conditions; I found this patch:
http://page.mi.fu-berlin.de/pape/rt3screenshots/ 
but was wondering if there was a way in RT (ver. 3.6.3) that I am not
aware of, of doing this?

Looked through the RT Wiki pages on scrips but no dice =)

Thanks all - 
maurice

------------------------------------------------------------------
Maurice Chung
JrSysAdmin
iParadigms, LLC - developers of Turnitin and iThenticate
1624 Franklin Street, 7th Floor
Oakland, CA 94612
p +1.510.287.9720 x309
f +1.510.444.1952
e maurice at iparadigms.com

iParadigms, LLC is committed to developing standard-setting,
internet-based tools that protect intellectual property, promote
academic and corporate integrity, and improve overall client
productivity.

The information contained in this message may be privileged and
confidential and protected from disclosure. If the reader of this
message is not the intended recipient, or an employee or agent
responsible for delivering this message to the intended recipient, you
are hereby notified that any dissemination, distribution or copying of
this communication is strictly prohibited. If you have received this
communication in error, please notify the sender immediately by
replying to the message and deleting it from your computer.

_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com


From itinfoguy at gmail.com  Sun May  4 04:47:52 2008
From: itinfoguy at gmail.com (IT GUY)
Date: Sun, 4 May 2008 14:32:52 +0545
Subject: [rt-users] Scripssssssss
In-Reply-To: <c02411c30805032316l65600f67h10452020ecc86010@mail.gmail.com>
References: <c02411c30805010450t645e04e0p1c491e8ebde49756@mail.gmail.com>
	<4819EC5A.6090609@lbl.gov>
	<c02411c30805032316l65600f67h10452020ecc86010@mail.gmail.com>
Message-ID: <c02411c30805040147n11ff6212sb6a32398a1fcb40@mail.gmail.com>

Hi....

I know now.........why I always received two emails for ticket creation. I
had enabled global scrip to autoreply the requestor when a ticket was
created. The default scrip for queue was also there. So ended up with two
mails in the Inbox.

IT GUY
Yogesh
SuBiSu CableNet
Baluwatar, Kathmandu
Nepal



On Sun, May 4, 2008 at 12:01 PM, IT GUY <itinfoguy at gmail.com> wrote:

> Thanks Kenn,
>
> But I guess my problem is not over yet. I created a new user in RT and
> allowed him rights to create a ticket in one of the queues. Well after the
> ticket creation, he too got the same e-mail twice.
>
> I could see that RT had recorded two outgoing messages. I haven't seen the
> notify others scrip. I'll have a look and let you know.
>
> One more thing that I would like to ask, isn't RT supposed to mail and
> report about new ticket to the watchers or whoever I assign as watchers in
> that queue.
>
>
> IT GUY
> Yogesh
>
>
>
> On Thu, May 1, 2008 at 9:59 PM, Kenneth Crocker <KFCrocker at lbl.gov> wrote:
>
> > IT GUT,
> >
> >
> >        Well, gee, that could be caused by MANY things. You could have
> > the Action set to "Notify AdminCc, Cc, Requestors" and you happen to be in
> > two of those roles for those tickets. IT COULD be That you are also on the
> > ticket Cc's list and you have a scrip that notifies "Others". It would help
> > a great in debugging if perhaps you would specify what scrips you have and
> > who is in what roles for the Queue & Globally. Then we might be able to
> > whittle down the possibilities.
> >
> >
> > Kenn
> > LBNL
> >
> >
> > On 5/1/2008 4:50 AM, IT GUY wrote:
> >
> > >  Dear All,
> > >  I always get two e-mail replies when ever a ticket is created via
> > > e-mail in any queue. How can I stop
> > >  Thanks in advance,
> > > Yogesh
> > >
> > >
> > >
> > > ------------------------------------------------------------------------
> > >
> > > _______________________________________________
> > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > >
> > > Community help: http://wiki.bestpractical.com
> > > Commercial support: sales at bestpractical.com
> > >
> > >
> > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > > Buy a copy at http://rtbook.bestpractical.com
> > >
> >
> >
>
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From itinfoguy at gmail.com  Sun May  4 05:17:10 2008
From: itinfoguy at gmail.com (IT GUY)
Date: Sun, 4 May 2008 15:02:10 +0545
Subject: [rt-users] E-mail
Message-ID: <c02411c30805040217q7197011cte207f0736eb448de@mail.gmail.com>

Hello,

My problem now is, when I reply with the Ticket ID  as the subject, my
message doesn't go where it is supposed to be going. Instead a new ticked is
created which is not good. If any one replies with the Ticked ID as the
subject, the message should go in as comment.

Am I missing something. Or is there something wrong with my fetchmail.

IT GUY
Yogesh
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From Horst.Kriegers at loterie.ch  Mon May  5 03:09:40 2008
From: Horst.Kriegers at loterie.ch (Horst Kriegers)
Date: Mon, 05 May 2008 09:09:40 +0200
Subject: [rt-users] =?iso-8859-15?q?R=E9p=2E_=3ARe=3A__CF_-_Select_values_?=
 =?iso-8859-15?q?rights?=
In-Reply-To: <481B59E0.2050207@lbl.gov>
References: <481ACE49.7061.0039.0@loterie.ch> <481B59E0.2050207@lbl.gov>
Message-ID: <481ECED9.7061.0039.0@loterie.ch>

Kenn,
Thanks four your answer.
 
CF are for specific queues and specific group and I have defined the
appropriate rights.
But what I wish, is to give the right to only add or remove values and
not to change
others properties like the "Name", "Description", "Type", "Applies to",
"Validation", "Link values to" and "Include page".
 
Is this possible ?
 
 
Horst
>>> Le Vendredi, 2. Mai 2008 ?  20:13, Kenneth Crocker
<KFCrocker at lbl.gov> a ?crit :
Horst,


What other rights do those users have and are they "Global" rights or 
for a specific queue? Are they rights granted to individual users or 
user only in a certain group? Is the CF applied to ALL queues or just 
that specific one? Normally, one would have to go to 
Configuration->Custom Field->Group Rights and grant the appropriate 
rights to the correct group or user, depending on how your 
infrastructure is set up, but you didn't specify whether you grant 
rights to users individually, globally or only in groups. That would
help.


Kenn
LBNL

On 5/1/2008 11:18 PM, Horst Kriegers wrote:
> I need to give some users the right to only add/remove values for
> a "select one from many" custom field.
>  
> It is possible ? What are the rights which must be defined ?
>  
> Thanks for your help.
> Horst
>  
>  
> 
>
_______________________________________________________________________
> 
> Le contenu de ce courriel est uniquement r?serv? ? la personne ou 
> l'organisme ? qui il est destin?. Si vous n'?tes pas le destinataire

> pr?vu, veuillez nous en informer au plus vite et d?truire le pr?sent

> courriel. Dans ce cas, il ne vous est pas permis de copier ce
courriel, 
> de le distribuer ou de l'utiliser de quelque mani?re que ce soit.
> 
>
_______________________________________________________________________
> 
> The content of this e-mail is intended only and solely for the use of

> the named recipient or organisation. If you are not the named
recipient, 
> please inform us immediately and delete the present e-mail. In this 
> case, you are nor allowed to copy, distribute or use this e-mail in
any 
> way.
> 
>
_______________________________________________________________________
> 
> 
>
------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 
> 
> Community help: http://wiki.bestpractical.com 
> Commercial support: sales at bestpractical.com 
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.

> Buy a copy at http://rtbook.bestpractical.com 



___________________________________________________________
Le contenu de ce courriel est uniquement r?serv? ? la personne ou 
l'organisme ? qui il est destin?. Si vous n'?tes pas le destinataire
pr?vu, veuillez nous en informer au plus vite et d?truire le pr?sent
courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel,
de le distribuer ou de l'utiliser de quelque mani?re que ce soit.

The content of this e-mail is intended only and solely for the use 
of the named recipient or organisation. If you are not the named 
recipient, please inform us immediately and delete the present e-mail. 
In this case, you are nor allowed to copy, distribute or use this 
e-mail in any way.
___________________________________________________________
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From elacour at easter-eggs.com  Mon May  5 04:39:37 2008
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Mon, 5 May 2008 10:39:37 +0200
Subject: [rt-users] Dropdown lists for users only show 'Nobody'
In-Reply-To: <20080429152716.GP18476@shaak.cubidou.net>
References: <20080429152716.GP18476@shaak.cubidou.net>
Message-ID: <20080505083937.GQ3679@easter-eggs.com>

On Tue, Apr 29, 2008 at 05:27:16PM +0200, Quentin Garnier wrote:
> Hi,
> 
> I'm currently in the process of upgrading our RT installation from 3.4.6
> to 3.6.6, and while most of it went ok, I am faced with the weird issue
> mentioned in the subject.
> 
> If I set "IncludeSystemRights" to 0, or at least comment its use in
> Users_Overlay.pm's _GetEquivObjects, I get the list of users I expect
> (would it be for the Reminder box, or the Owner box in the People page,
> both use the same underlying element).
> 
> I'm guessing it works in an out-of-the-box installation of RT, so it has
> to be something with our database.  Does anyone have an idea what we
> could have screwed up over time in our database so that setting
> IncludeSystemRights actually prevents users from being listed in the
> context of html/Elements/SelectOwner?
> 

This problem is generally fixed by upgrading DBIx::SearchBuilder to the
version mensionned in "make testdeps".


From elacour at easter-eggs.com  Mon May  5 04:45:18 2008
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Mon, 5 May 2008 10:45:18 +0200
Subject: [rt-users] Spreeadsheet, utf-8 and ms excel
In-Reply-To: <60822.217.201.148.195.1209666576.squirrel@www.svrinformatica.it>
References: <1209644483.7515.3.camel@localhost.localdomain>
	<0A43D660-9AF2-4E00-9643-7C3E15C7B609@bestpractical.com>
	<1209657021.8801.4.camel@localhost.localdomain>
	<F52EB9B4-B10A-4D53-A25C-6C923E7A919E@bestpractical.com>
	<50945.217.202.145.71.1209659113.squirrel@www.svrinformatica.it>
	<60822.217.201.148.195.1209666576.squirrel@www.svrinformatica.it>
Message-ID: <20080505084518.GR3679@easter-eggs.com>

On Thu, May 01, 2008 at 08:29:36PM +0200, Mailing List SVR wrote:
> 
> 
> 
> It seems that Excel doesn't
> use the charset header, it always import the file as Windows-1252 (on
> Windows). The only solution I found is to export as html entity.
> 
> I tested the solution proposed here (export as html entity) and it
> works:
> 
> http://www.listsearch.com/Lasso/Thread/index.lasso?16733
> 
> I
> would like some help to do this inside request tracker,
> 

I also wrote this as a workaround:

 http://search.cpan.org/dist/RT-Extension-SearchResults-XLS/



From morten.guldager at gmail.com  Mon May  5 09:09:12 2008
From: morten.guldager at gmail.com (Morten Guldager)
Date: Mon, 5 May 2008 15:09:12 +0200
Subject: [rt-users] How to join two RT tables in perl?
Message-ID: <d3e62a6b0805050609o4255d79bo35c56be25ae644b5@mail.gmail.com>

'Aloha!

In my standalone program I would like to do a join on the tables
Transactions and Users in order to add Users.Name to my print
out. (and not just the user number)

But I somehow lost track while trying to figure out how it is done
in the RT code itself.

Below is a boiled down demo program which fails in the second
last line, which is somehow expected.

  RT::Transaction::Name Unimplemented in main. (./Join-demo-2 line 31)

Perhaps somebody can help me in the right direction.

-- 
/Morten %-)

#!/usr/bin/perl

package RT;
our $DatabaseType     = 'mysql';
our $DatabaseUser     = 'rtuser';
our $DatabasePassword = 'wibble';
our $DatabaseName     = 'rtdb';

package main;
use strict;
use warnings;
use lib '/usr/share/request-tracker3.6/lib';
use RT;
use RT::Transactions;

RT::Init();
my $CurrentUser = RT::CurrentUser->new('cust-12345');

my $t = new RT::Transactions($CurrentUser);
$t->LimitToTicket(1);

my $u = $t->NewAlias('Users');
$t->Join(ALIAS1 => 'main',
         FIELD1 => 'Creator',
         ALIAS2 => $u,
         FIELD2 => 'id');

while (my $row = $t->Next)
{
  printf "id:%s, CreatorId:%s, Name:%s\n", $row->id, $row->Creator,
$row->Name;
}
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From ruz at bestpractical.com  Mon May  5 09:19:15 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Mon, 5 May 2008 17:19:15 +0400
Subject: [rt-users] How to join two RT tables in perl?
In-Reply-To: <d3e62a6b0805050609o4255d79bo35c56be25ae644b5@mail.gmail.com>
References: <d3e62a6b0805050609o4255d79bo35c56be25ae644b5@mail.gmail.com>
Message-ID: <589c94400805050619j2d585fd0hec181db086cb4e8c@mail.gmail.com>

use
$row->CreatorObj->Name;

as far as I can see you don't need join which is for limits, not for access.

On Mon, May 5, 2008 at 5:09 PM, Morten Guldager
<morten.guldager at gmail.com> wrote:
> 'Aloha!
>
> In my standalone program I would like to do a join on the tables
> Transactions and Users in order to add Users.Name to my print
> out. (and not just the user number)
>
> But I somehow lost track while trying to figure out how it is done
>  in the RT code itself.
>
> Below is a boiled down demo program which fails in the second
> last line, which is somehow expected.
>
>   RT::Transaction::Name Unimplemented in main. (./Join-demo-2 line 31)
>
> Perhaps somebody can help me in the right direction.
>
> --
> /Morten %-)
>
> #!/usr/bin/perl
>
> package RT;
> our $DatabaseType     = 'mysql';
> our $DatabaseUser     = 'rtuser';
> our $DatabasePassword = 'wibble';
> our $DatabaseName     = 'rtdb';
>
> package main;
> use strict;
> use warnings;
> use lib '/usr/share/request-tracker3.6/lib';
> use RT;
> use RT::Transactions;
>
> RT::Init();
> my $CurrentUser = RT::CurrentUser->new('cust-12345');
>
> my $t = new RT::Transactions($CurrentUser);
> $t->LimitToTicket(1);
>
> my $u = $t->NewAlias('Users');
> $t->Join(ALIAS1 => 'main',
>          FIELD1 => 'Creator',
>          ALIAS2 => $u,
>           FIELD2 => 'id');
>
> while (my $row = $t->Next)
> {
>   printf "id:%s, CreatorId:%s, Name:%s\n", $row->id, $row->Creator,
> $row->Name;
> }
>
>
> _______________________________________________
>  http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>  Community help: http://wiki.bestpractical.com
>  Commercial support: sales at bestpractical.com
>
>
>  Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>  Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From npereira at protus.com  Mon May  5 09:43:14 2008
From: npereira at protus.com (Nelson Pereira)
Date: Mon, 5 May 2008 09:43:14 -0400
Subject: [rt-users] Problems with RT, cannot access interface !
Message-ID: <21044E8C915A7E43B90A1056127160F12582A5@EXMAIL.protus.org>

error: 

Error during compilation of
/opt/rt3/share/html/Callbacks/AssetTracker/autohandler/Default:
Can't locate /opt/rt3/etc/AssetTracker/AT_Config.pm in @INC (@INC
contains: /opt/rt3/local/lib /opt/rt3/lib
/usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.7/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7
/usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5
/usr/lib/perl5/site_perl
/usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.7/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl/5.8.7
/usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5
/usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.8/i386-linux-thread-multi
/usr/lib/perl5/5.8.8 . /etc/httpd) at /opt/rt3/lib/RTx/AssetTracker.pm
line 68.

Stack:
[/opt/rt3/lib/RTx/AssetTracker.pm:68]
[/opt/rt3/share/html/Callbacks/AssetTracker/autohandler/Default:15]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:811]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:441]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:1109]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:1042]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:1220]
[/opt/rt3/share/html/Elements/Callback:85]
[/opt/rt3/share/html/autohandler:270]

context: 

... 

 

code stack: 

/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:445
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:1109
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:1042
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:1220
/opt/rt3/share/html/Elements/Callback:85
/opt/rt3/share/html/autohandler:270

raw error <https://rt.protus.org/#raw#raw> 

 

 

How do I remove this asset tracket as we don't even use it....

 

Tahks

 

 

 

Nelson Pereira 
Senior Network Administrator 

Protus IP Solutions Inc. 
npereira at protus.com 
phone: 613.733.0000 ext.528 
MyFax: 613.822.5083 
www.myfax.com 

Refer your friends and colleagues to MyFax! 
Click here for more information.
<http://www.myfax.com/referral_program.asp>  

  <http://www.myfax.com> 

 

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From npereira at protus.com  Mon May  5 10:13:05 2008
From: npereira at protus.com (Nelson Pereira)
Date: Mon, 5 May 2008 10:13:05 -0400
Subject: [rt-users] Link issues in the Tickets section (ie: static
	search)
In-Reply-To: <481B8F4B.5010007@lbl.gov>
References: <21044E8C915A7E43B90A1056127160F11EA9DE@EXMAIL.protus.org>
	<21044E8C915A7E43B90A1056127160F11EABF0@EXMAIL.protus.org>
	<4819F03F.7020709@lbl.gov>
	<21044E8C915A7E43B90A1056127160F11EAC33@EXMAIL.protus.org>
	<481A1A20.1010907@lbl.gov>
	<21044E8C915A7E43B90A1056127160F11EADAF@EXMAIL.protus.org>
	<481B8F4B.5010007@lbl.gov>
Message-ID: <21044E8C915A7E43B90A1056127160F12582AE@EXMAIL.protus.org>

How do you make those changes? In which file?



Nelson Pereira 

Telecom Network Admin
Protus IP Solutions Inc.
2379 Holly Lane, Suite 210
Ottawa, Ontario
Canada K1V 7P2
www.protus.com 

npereira at protus.com
[t] 888.733.0000 x 528
[p] 613.733.0000 x 528
[f] 613.822.5083
	Protus IP Solutions	
-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
Sent: Friday, May 02, 2008 6:02 PM
To: Nelson Pereira
Subject: Re: [rt-users] Link issues in the Tickets section (ie: static
search)

Nelson,


	I don't think you want the extra "/" at the end of "RT::WebURL 
https://rt.protus.org//". I'd drop it to just 1 "/".
	I'd also drop the extra "/" at the front of your
"HREF="//Ticket". I 
think it should be "HREF="/Ticket/...".
	Make those two changes and try it again.


Kenn
LBNL

On 5/2/2008 12:17 PM, Nelson Pereira wrote:
> RT::DefaultSearchResultFormat '<B><A
> HREF="//Ticket/Display.html?id=__id__">__id__</a></B>/TITLE:#', '<B><A
>
HREF="//Ticket/Display.html?id=__id__">__Subject__</a></B>/TITLE:Subject
> ', Status, QueueName, OwnerName, Priority, '__NEWLINE__', '',
> '<small>__Requestors__</small>', '<small>__CreatedRelative__</small>',
> '<small>__ToldRelative__</small>',
> '<small>__LastUpdatedRelative__</small>',
'<small>__TimeLeft__</small>'
> 
> 
> RT::WebBaseURL https://rt.protus.org  
> 
> RT::WebURL https://rt.protus.org//  
> 
> 
> 
> 
> 
> Nelson Pereira 
> 
> 	
> 
> -----Original Message-----
> From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
> Sent: Thursday, May 01, 2008 3:30 PM
> To: Nelson Pereira
> Subject: Re: [rt-users] Link issues in the Tickets section (ie: static
> search)
> 
> Nelson,
> 
> 
> 	Navigate to Configuration->Tools->System Configuration and tell
> me what 
> you have for:
> 
> 	RT::DefaultSearchResultFormat
> 	RT::WebBaseURL
> 	RT::WebURL
> 
> 	I believe it is one or more of those guys.
> 
> 
> Kenn
> LBNL
> 
> On 5/1/2008 9:54 AM, Nelson Pereira wrote:
>> Which one could it be?
>> Ive went through my rt site config an all seems correct.
>>
>>
>>
>> Nelson Pereira 
>>
>> Telecom Network Admin
>> Protus IP Solutions Inc.
>> 2379 Holly Lane, Suite 210
>> Ottawa, Ontario
>> Canada K1V 7P2
>> www.protus.com 
>>
>> npereira at protus.com
>> [t] 888.733.0000 x 528
>> [p] 613.733.0000 x 528
>> [f] 613.822.5083
>> 	Protus IP Solutions	
>>
>> -----Original Message-----
>> From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
>> Sent: Thursday, May 01, 2008 12:31 PM
>> To: Nelson Pereira
>> Cc: rt-users at lists.bestpractical.com
>> Subject: Re: [rt-users] Link issues in the Tickets section (ie:
static
>> search)
>>
>> Nelson,
>>
>>
>> 	I'm not sure because I'm not seeing everything, but it sounds
>> like one 
>> or more of your "Config" settings is wrong.
>>
>>
>> Kenn
>> LBNL
>>
>> On 5/1/2008 8:29 AM, Nelson Pereira wrote:
>>> Anyone have an idea about the issue I am having?
>>>
>>>  
>>>
>>> Nelson
>>>
>>>
>
------------------------------------------------------------------------
>>> *From:* rt-users-bounces at lists.bestpractical.com 
>>> [mailto:rt-users-bounces at lists.bestpractical.com] *On Behalf Of
>> *Nelson 
>>> Pereira
>>> *Sent:* Tuesday, April 29, 2008 2:52 PM
>>> *To:* rt-users at lists.bestpractical.com
>>> *Subject:* [rt-users] Link issues in the Tickets section (ie: static
>> search)
>>>  
>>>
>>> Hi all,
>>>
>>>  
>>>
>>> I've noticed a problem that I'm unsure when it actually started.
>>>
>>>  
>>>
>>> When you click on the Tickets link 
>>> (https://domain.com/Search/Build.html) at the top of the page in RT
> at
>> a 
>>> glance,
>>>
>>> When you click on one of the tickets that show up, the link is
wrong,
> 
>>> hence brings you to a page cannot be displayed.
>>>
>>>  
>>>
>>> The link looks like this: https://ticket/Display.html?id=143
>>>
>>> When it should look like this:
>> https://domain.com/Ticket/Display.html?id=143
>>>  
>>>
>>> Notice the host part missing and the "t" is suppose to be
> Capitalized.
>>>  
>>>
>>> Anyone can tell me how I can fix this? This seams to be an issue
with
> 
>>> the search I think or something.
>>>
>>>  
>>>
>>>  
>>>
>>> *Nelson Pereira*
>>> Senior Network Administrator
>>>
>>> Protus IP Solutions Inc.
>>> npereira at protus.com <mailto:npereira at protus.com>
>>> phone: 613.733.0000 ext.528
>>> MyFax: 613.822.5083
>>> www.myfax.com <http://www.myfax.com>
>>>
>>> Refer your friends and colleagues to MyFax!
>>> Click here for more information. 
>>> <http://www.myfax.com/referral_program.asp>
>>>
>>> 	
>>>
>>> www.MyFax.com <http://www.myfax.com>
>>>
>>>  
>>>
>>>
>>>
>
------------------------------------------------------------------------
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Community help: http://wiki.bestpractical.com
>>> Commercial support: sales at bestpractical.com
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.

>>> Buy a copy at http://rtbook.bestpractical.com
>>
> 
> 



From lists at svrinformatica.it  Mon May  5 10:34:55 2008
From: lists at svrinformatica.it (Mailing List SVR)
Date: Mon, 05 May 2008 16:34:55 +0200
Subject: [rt-users] Spreeadsheet, utf-8 and ms excel
In-Reply-To: <20080505084518.GR3679@easter-eggs.com>
References: <1209644483.7515.3.camel@localhost.localdomain>
	<0A43D660-9AF2-4E00-9643-7C3E15C7B609@bestpractical.com>
	<1209657021.8801.4.camel@localhost.localdomain>
	<F52EB9B4-B10A-4D53-A25C-6C923E7A919E@bestpractical.com>
	<50945.217.202.145.71.1209659113.squirrel@www.svrinformatica.it>
	<60822.217.201.148.195.1209666576.squirrel@www.svrinformatica.it>
	<20080505084518.GR3679@easter-eggs.com>
Message-ID: <1209998095.7213.5.camel@localhost.localdomain>

Il giorno lun, 05/05/2008 alle 10.45 +0200, Emmanuel Lacour ha scritto:
> On Thu, May 01, 2008 at 08:29:36PM +0200, Mailing List SVR wrote:
> > 
> > 
> > 
> > It seems that Excel doesn't
> > use the charset header, it always import the file as Windows-1252 (on
> > Windows). The only solution I found is to export as html entity.
> > 
> > I tested the solution proposed here (export as html entity) and it
> > works:
> > 
> > http://www.listsearch.com/Lasso/Thread/index.lasso?16733
> > 
> > I
> > would like some help to do this inside request tracker,
> > 
> 
> I also wrote this as a workaround:
> 
>  http://search.cpan.org/dist/RT-Extension-SearchResults-XLS/

Thanks Emmanuel,

when I do perl Makefile.pl i get the following error:

include /usr/local/src/RT-Extension-SearchResults-XLS/inc/Module/Install.pm
Cannot autoload main - main::AUTOLOAD at inc/Module/Install.pm line 88.

what prerequisite modules I have to install?

> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From lists at svrinformatica.it  Mon May  5 11:37:50 2008
From: lists at svrinformatica.it (Mailing List SVR)
Date: Mon, 05 May 2008 17:37:50 +0200
Subject: [rt-users] Spreeadsheet, utf-8 and ms excel
In-Reply-To: <20080505142008.GC18066@easter-eggs.com>
References: <1209644483.7515.3.camel@localhost.localdomain>
	<0A43D660-9AF2-4E00-9643-7C3E15C7B609@bestpractical.com>
	<1209657021.8801.4.camel@localhost.localdomain>
	<F52EB9B4-B10A-4D53-A25C-6C923E7A919E@bestpractical.com>
	<50945.217.202.145.71.1209659113.squirrel@www.svrinformatica.it>
	<60822.217.201.148.195.1209666576.squirrel@www.svrinformatica.it>
	<20080505084518.GR3679@easter-eggs.com>
	<1209984810.7411.5.camel@localhost.localdomain>
	<20080505142008.GC18066@easter-eggs.com>
Message-ID: <1210001870.7213.12.camel@localhost.localdomain>

Il giorno lun, 05/05/2008 alle 16.20 +0200, Emmanuel Lacour ha scritto:
> On Mon, May 05, 2008 at 12:53:30PM +0200, Mailing List SVR wrote:
> > >  http://search.cpan.org/dist/RT-Extension-SearchResults-XLS/
> > 
> > Thanks Emmanuel,
> > 
> > when I do perl Makefile.pl i get the following error:
> > 
> > include /usr/local/src/RT-Extension-SearchResults-XLS/inc/Module/Install.pm
> > Cannot autoload main - main::AUTOLOAD at inc/Module/Install.pm line 88.
> > 
> 
> Can you try this new release:
> 
> ftp://pause.perl.org/incoming/RT-Extension-SearchResults-XLS-0.02.tar.gz
> 
> I've upgraded the old version of Module::Install I used which should fix
> this problem (mismatch between Module::Install versions).

Thanks!!

It works just fine,

I need to install spreedsheet-excel perl module too,  and then change
the spreedsheet link to Results.xls,

regards
Nicola



From elacour at easter-eggs.com  Mon May  5 11:40:53 2008
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Mon, 5 May 2008 17:40:53 +0200
Subject: [rt-users] Spreeadsheet, utf-8 and ms excel
In-Reply-To: <1210001870.7213.12.camel@localhost.localdomain>
References: <1209644483.7515.3.camel@localhost.localdomain>
	<0A43D660-9AF2-4E00-9643-7C3E15C7B609@bestpractical.com>
	<1209657021.8801.4.camel@localhost.localdomain>
	<F52EB9B4-B10A-4D53-A25C-6C923E7A919E@bestpractical.com>
	<50945.217.202.145.71.1209659113.squirrel@www.svrinformatica.it>
	<60822.217.201.148.195.1209666576.squirrel@www.svrinformatica.it>
	<20080505084518.GR3679@easter-eggs.com>
	<1209984810.7411.5.camel@localhost.localdomain>
	<20080505142008.GC18066@easter-eggs.com>
	<1210001870.7213.12.camel@localhost.localdomain>
Message-ID: <20080505154053.GD18066@easter-eggs.com>

On Mon, May 05, 2008 at 05:37:50PM +0200, Mailing List SVR wrote:
> Thanks!!
> 

You're welcome.

> It works just fine,
> 
> I need to install spreedsheet-excel perl module too,  and then change

Of course, CPAN should telled you this dependency.

> the spreedsheet link to Results.xls,
> 

Yes, this is an "extension" so it doesn't replace the tsv export, but as
you did, you can easily replace it.


From gleduc at mail.sdsu.edu  Mon May  5 12:26:58 2008
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Mon, 05 May 2008 09:26:58 -0700
Subject: [rt-users] RT 3.6.3;
 how to have queue-specific scrip  override global?
In-Reply-To: <30106762.29621209773827757.JavaMail.root@mail.turnitin.com
 >
References: <30106762.29621209773827757.JavaMail.root@mail.turnitin.com>
Message-ID: <6.2.1.2.2.20080505085211.02528d10@mail.sdsu.edu>

Hi Maurice,

If the global scrip is one that sends e-mail and you just want the to send 
a different e-mail, you can create a template of the same name in your 
queue.  Unlike scrips, queue templates override global templates of the 
same name.

If the global scrip doesn't send e-mail (like "On Correspond Open Tickets 
with template Blank") then you can change the condition of the global scrip 
to User Defined and then put the same condition into the Custom Condition 
area, but with an additional check for the queue you want to ignore.  This 
should work fine for a single queue, but it could become very ugly to 
maintain when you start add queues to your list of ones that particular 
scrips shouldn't apply to.  I ended up disabling all global scrips and 
putting what I needed in each queue.

A nice feature for global scrips would be a way of disabling them for 
specific queues - an exceptions list maybe.

Regards,
Gene

At 05:17 PM 5/2/2008, Maurice Chung wrote:
>Hello,
>
>We have a queue-specific scrip that we'd like to override a global scrip 
>with the same conditions; I found this patch: 
>http://page.mi.fu-berlin.de/pape/rt3screenshots/
>but was wondering if there was a way in RT (ver. 3.6.3) that I am not 
>aware of, of doing this?
>
>Looked through the RT Wiki pages on scrips but no dice =)
>
>Thanks all -
>maurice


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 



From KFCrocker at lbl.gov  Mon May  5 12:33:34 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 05 May 2008 09:33:34 -0700
Subject: [rt-users] RT 3.6.3;
 how to have queue-specific scrip override global?
In-Reply-To: <30106762.29621209773827757.JavaMail.root@mail.turnitin.com>
References: <30106762.29621209773827757.JavaMail.root@mail.turnitin.com>
Message-ID: <481F36DE.4010400@lbl.gov>

Maurice,


	If the code you want to override is some user-defined perl, then put it 
in the template and that way RT will override any global template with a 
queue-defined template of the same name. Gene uses templates to execute 
a great deal of user-defined code and it works great. That way, the 
global scrip stays, the global template stays, but at the queue level, 
the code in the queue-defined template (same name as global) will 
override the code in the global template. Just another way to skin the cat.


Kenn
LBNL

On 5/2/2008 5:17 PM, Maurice Chung wrote:
> Hello,
> 
> We have a queue-specific scrip that we'd like to override a global scrip with the same conditions; I found this patch: http://page.mi.fu-berlin.de/pape/rt3screenshots/ 
> but was wondering if there was a way in RT (ver. 3.6.3) that I am not aware of, of doing this?
> 
> Looked through the RT Wiki pages on scrips but no dice =)
> 
> Thanks all - 
> maurice
> 
> ------------------------------------------------------------------
> Maurice Chung
> JrSysAdmin
> iParadigms, LLC - developers of Turnitin and iThenticate
> 1624 Franklin Street, 7th Floor
> Oakland, CA 94612
> p +1.510.287.9720 x309
> f +1.510.444.1952
> e maurice at iparadigms.com
> 
> iParadigms, LLC is committed to developing standard-setting,
> internet-based tools that protect intellectual property, promote
> academic and corporate integrity, and improve overall client
> productivity.
> 
> The information contained in this message may be privileged and
> confidential and protected from disclosure. If the reader of this
> message is not the intended recipient, or an employee or agent
> responsible for delivering this message to the intended recipient, you
> are hereby notified that any dissemination, distribution or copying of
> this communication is strictly prohibited. If you have received this
> communication in error, please notify the sender immediately by
> replying to the message and deleting it from your computer.
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 



From KFCrocker at lbl.gov  Mon May  5 12:45:30 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 05 May 2008 09:45:30 -0700
Subject: [rt-users]
 =?iso-8859-15?q?R=E9p=2E_=3ARe=3A__CF_-_Select_values_?=
 =?iso-8859-15?q?rights?=
In-Reply-To: <481ECED9.7061.0039.0@loterie.ch>
References: <481ACE49.7061.0039.0@loterie.ch> <481B59E0.2050207@lbl.gov>
	<481ECED9.7061.0039.0@loterie.ch>
Message-ID: <481F39AA.1010004@lbl.gov>

Horst,


	I'm sorry. It wasn't clear to me when you stated "change the value" if 
you meant within a ticket or in the definition. To change the value "in 
the definition", you have to grant the "AdminCustomField" to the 
appropriate group. To modify values for a CF "in a ticket", 
"ModifyCustomField". We only allow our System Admin group to have the 
"AdminCustomField" rights for "global" CFs. For a CF that is for a 
specific queue, we grant that right to the Technical support group only. 
I'm not familiar with your infrastructure, so I don't know what else I 
can tell you. Hope this helps.


Kenn
LBNL

On 5/5/2008 12:09 AM, Horst Kriegers wrote:
> Kenn,
> Thanks four your answer.
>  
> CF are for specific queues and specific group and I have defined the 
> appropriate rights.
> But what I wish, is to give the right to only add or remove values and 
> not to change
> others properties like the "Name", "Description", "Type", "Applies to", 
> "Validation", "Link values to" and "Include page".
>  
> Is this possible ?
>  
>  
> Horst
>  >>> Le Vendredi, 2. Mai 2008 ?  20:13, Kenneth Crocker 
> <KFCrocker at lbl.gov> a ?crit :
> Horst,
> 
> 
> What other rights do those users have and are they "Global" rights or
> for a specific queue? Are they rights granted to individual users or
> user only in a certain group? Is the CF applied to ALL queues or just
> that specific one? Normally, one would have to go to
> Configuration->Custom Field->Group Rights and grant the appropriate
> rights to the correct group or user, depending on how your
> infrastructure is set up, but you didn't specify whether you grant
> rights to users individually, globally or only in groups. That would help.
> 
> 
> Kenn
> LBNL
> 
> On 5/1/2008 11:18 PM, Horst Kriegers wrote:
>  > I need to give some users the right to only add/remove values for
>  > a "select one from many" custom field.
>  > 
>  > It is possible ? What are the rights which must be defined ?
>  > 
>  > Thanks for your help.
>  > Horst
>  > 
>  > 
>  >
>  > _______________________________________________________________________
>  >
>  > Le contenu de ce courriel est uniquement r?serv? ? la personne ou
>  > l'organisme ? qui il est destin?. Si vous n'?tes pas le destinataire
>  > pr?vu, veuillez nous en informer au plus vite et d?truire le pr?sent
>  > courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel,
>  > de le distribuer ou de l'utiliser de quelque mani?re que ce soit.
>  >
>  > _______________________________________________________________________
>  >
>  > The content of this e-mail is intended only and solely for the use of
>  > the named recipient or organisation. If you are not the named recipient,
>  > please inform us immediately and delete the present e-mail. In this
>  > case, you are nor allowed to copy, distribute or use this e-mail in any
>  > way.
>  >
>  > _______________________________________________________________________
>  >
>  >
>  > ------------------------------------------------------------------------
>  >
>  > _______________________________________________
>  > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>  >
>  > Community help: http://wiki.bestpractical.com
>  > Commercial support: sales at bestpractical.com
>  >
>  >
>  > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>  > Buy a copy at http://rtbook.bestpractical.com
> 
> 
> 
> _______________________________________________________________________
> 
> Le contenu de ce courriel est uniquement r?serv? ? la personne ou 
> l'organisme ? qui il est destin?. Si vous n'?tes pas le destinataire 
> pr?vu, veuillez nous en informer au plus vite et d?truire le pr?sent 
> courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, 
> de le distribuer ou de l'utiliser de quelque mani?re que ce soit.
> 
> _______________________________________________________________________
> 
> The content of this e-mail is intended only and solely for the use of 
> the named recipient or organisation. If you are not the named recipient, 
> please inform us immediately and delete the present e-mail. In this 
> case, you are nor allowed to copy, distribute or use this e-mail in any 
> way.
> 
> _______________________________________________________________________
> 



From KFCrocker at lbl.gov  Mon May  5 12:55:29 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 05 May 2008 09:55:29 -0700
Subject: [rt-users] Link issues in the Tickets section (ie: static
	search)
In-Reply-To: <21044E8C915A7E43B90A1056127160F12582AE@EXMAIL.protus.org>
References: <21044E8C915A7E43B90A1056127160F11EA9DE@EXMAIL.protus.org>
	<21044E8C915A7E43B90A1056127160F11EABF0@EXMAIL.protus.org>
	<4819F03F.7020709@lbl.gov>
	<21044E8C915A7E43B90A1056127160F11EAC33@EXMAIL.protus.org>
	<481A1A20.1010907@lbl.gov>
	<21044E8C915A7E43B90A1056127160F11EADAF@EXMAIL.protus.org>
	<481B8F4B.5010007@lbl.gov>
	<21044E8C915A7E43B90A1056127160F12582AE@EXMAIL.protus.org>
Message-ID: <481F3C01.4020102@lbl.gov>

Nelson,


	Get into a unix session on your RT server (make sure you have the 
appropriate privileges), The navigate to the directory where the 
RT_SiteConfog.pm file exists and make your changes there. You should be 
familiar with it, as you must have already made some changes for your 
use of LDAP, etc. You will fins the entries there.


Kenn
LBNL

On 5/5/2008 7:13 AM, Nelson Pereira wrote:
> How do you make those changes? In which file?
> 
> 
> 
> Nelson Pereira 
> 
> Telecom Network Admin
> Protus IP Solutions Inc.
> 2379 Holly Lane, Suite 210
> Ottawa, Ontario
> Canada K1V 7P2
> www.protus.com 
> 
> npereira at protus.com
> [t] 888.733.0000 x 528
> [p] 613.733.0000 x 528
> [f] 613.822.5083
> 	Protus IP Solutions	
> -----Original Message-----
> From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
> Sent: Friday, May 02, 2008 6:02 PM
> To: Nelson Pereira
> Subject: Re: [rt-users] Link issues in the Tickets section (ie: static
> search)
> 
> Nelson,
> 
> 
> 	I don't think you want the extra "/" at the end of "RT::WebURL 
> https://rt.protus.org//". I'd drop it to just 1 "/".
> 	I'd also drop the extra "/" at the front of your
> "HREF="//Ticket". I 
> think it should be "HREF="/Ticket/...".
> 	Make those two changes and try it again.
> 
> 
> Kenn
> LBNL
> 
> On 5/2/2008 12:17 PM, Nelson Pereira wrote:
>> RT::DefaultSearchResultFormat '<B><A
>> HREF="//Ticket/Display.html?id=__id__">__id__</a></B>/TITLE:#', '<B><A
>>
> HREF="//Ticket/Display.html?id=__id__">__Subject__</a></B>/TITLE:Subject
>> ', Status, QueueName, OwnerName, Priority, '__NEWLINE__', '',
>> '<small>__Requestors__</small>', '<small>__CreatedRelative__</small>',
>> '<small>__ToldRelative__</small>',
>> '<small>__LastUpdatedRelative__</small>',
> '<small>__TimeLeft__</small>'
>>
>> RT::WebBaseURL https://rt.protus.org  
>>
>> RT::WebURL https://rt.protus.org//  
>>
>>
>>
>>
>>
>> Nelson Pereira 
>>
>> 	
>>
>> -----Original Message-----
>> From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
>> Sent: Thursday, May 01, 2008 3:30 PM
>> To: Nelson Pereira
>> Subject: Re: [rt-users] Link issues in the Tickets section (ie: static
>> search)
>>
>> Nelson,
>>
>>
>> 	Navigate to Configuration->Tools->System Configuration and tell
>> me what 
>> you have for:
>>
>> 	RT::DefaultSearchResultFormat
>> 	RT::WebBaseURL
>> 	RT::WebURL
>>
>> 	I believe it is one or more of those guys.
>>
>>
>> Kenn
>> LBNL
>>
>> On 5/1/2008 9:54 AM, Nelson Pereira wrote:
>>> Which one could it be?
>>> Ive went through my rt site config an all seems correct.
>>>
>>>
>>>
>>> Nelson Pereira 
>>>
>>> Telecom Network Admin
>>> Protus IP Solutions Inc.
>>> 2379 Holly Lane, Suite 210
>>> Ottawa, Ontario
>>> Canada K1V 7P2
>>> www.protus.com 
>>>
>>> npereira at protus.com
>>> [t] 888.733.0000 x 528
>>> [p] 613.733.0000 x 528
>>> [f] 613.822.5083
>>> 	Protus IP Solutions	
>>>
>>> -----Original Message-----
>>> From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
>>> Sent: Thursday, May 01, 2008 12:31 PM
>>> To: Nelson Pereira
>>> Cc: rt-users at lists.bestpractical.com
>>> Subject: Re: [rt-users] Link issues in the Tickets section (ie:
> static
>>> search)
>>>
>>> Nelson,
>>>
>>>
>>> 	I'm not sure because I'm not seeing everything, but it sounds
>>> like one 
>>> or more of your "Config" settings is wrong.
>>>
>>>
>>> Kenn
>>> LBNL
>>>
>>> On 5/1/2008 8:29 AM, Nelson Pereira wrote:
>>>> Anyone have an idea about the issue I am having?
>>>>
>>>>  
>>>>
>>>> Nelson
>>>>
>>>>
> ------------------------------------------------------------------------
>>>> *From:* rt-users-bounces at lists.bestpractical.com 
>>>> [mailto:rt-users-bounces at lists.bestpractical.com] *On Behalf Of
>>> *Nelson 
>>>> Pereira
>>>> *Sent:* Tuesday, April 29, 2008 2:52 PM
>>>> *To:* rt-users at lists.bestpractical.com
>>>> *Subject:* [rt-users] Link issues in the Tickets section (ie: static
>>> search)
>>>>  
>>>>
>>>> Hi all,
>>>>
>>>>  
>>>>
>>>> I've noticed a problem that I'm unsure when it actually started.
>>>>
>>>>  
>>>>
>>>> When you click on the Tickets link 
>>>> (https://domain.com/Search/Build.html) at the top of the page in RT
>> at
>>> a 
>>>> glance,
>>>>
>>>> When you click on one of the tickets that show up, the link is
> wrong,
>>>> hence brings you to a page cannot be displayed.
>>>>
>>>>  
>>>>
>>>> The link looks like this: https://ticket/Display.html?id=143
>>>>
>>>> When it should look like this:
>>> https://domain.com/Ticket/Display.html?id=143
>>>>  
>>>>
>>>> Notice the host part missing and the "t" is suppose to be
>> Capitalized.
>>>>  
>>>>
>>>> Anyone can tell me how I can fix this? This seams to be an issue
> with
>>>> the search I think or something.
>>>>
>>>>  
>>>>
>>>>  
>>>>
>>>> *Nelson Pereira*
>>>> Senior Network Administrator
>>>>
>>>> Protus IP Solutions Inc.
>>>> npereira at protus.com <mailto:npereira at protus.com>
>>>> phone: 613.733.0000 ext.528
>>>> MyFax: 613.822.5083
>>>> www.myfax.com <http://www.myfax.com>
>>>>
>>>> Refer your friends and colleagues to MyFax!
>>>> Click here for more information. 
>>>> <http://www.myfax.com/referral_program.asp>
>>>>
>>>> 	
>>>>
>>>> www.MyFax.com <http://www.myfax.com>
>>>>
>>>>  
>>>>
>>>>
>>>>
> ------------------------------------------------------------------------
>>>> _______________________________________________
>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>>
>>>> Community help: http://wiki.bestpractical.com
>>>> Commercial support: sales at bestpractical.com
>>>>
>>>>
>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> 
>>>> Buy a copy at http://rtbook.bestpractical.com
>>
> 
> 



From npereira at protus.com  Mon May  5 13:30:16 2008
From: npereira at protus.com (Nelson Pereira)
Date: Mon, 5 May 2008 13:30:16 -0400
Subject: [rt-users] Link issues in the Tickets section (ie: static
	search)
In-Reply-To: <481F3C01.4020102@lbl.gov>
References: <21044E8C915A7E43B90A1056127160F11EA9DE@EXMAIL.protus.org>
	<21044E8C915A7E43B90A1056127160F11EABF0@EXMAIL.protus.org>
	<4819F03F.7020709@lbl.gov>
	<21044E8C915A7E43B90A1056127160F11EAC33@EXMAIL.protus.org>
	<481A1A20.1010907@lbl.gov>
	<21044E8C915A7E43B90A1056127160F11EADAF@EXMAIL.protus.org>
	<481B8F4B.5010007@lbl.gov>
	<21044E8C915A7E43B90A1056127160F12582AE@EXMAIL.protus.org>
	<481F3C01.4020102@lbl.gov>
Message-ID: <21044E8C915A7E43B90A1056127160F1258322@EXMAIL.protus.org>

I seem to have fixed the issue by changing the WebPath to:
Set($WebPath , "");

Also brought the 
Set ($DefaultSearchResultFormat

To the RT_SiteConfig.pm


Thanks Ken... again.... LOL




Nelson Pereira 

Telecom Network Admin
Protus IP Solutions Inc.
2379 Holly Lane, Suite 210
Ottawa, Ontario
Canada K1V 7P2
www.protus.com 

npereira at protus.com
[t] 888.733.0000 x 528
[p] 613.733.0000 x 528
[f] 613.822.5083
	Protus IP Solutions	

-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
Sent: Monday, May 05, 2008 12:55 PM
To: Nelson Pereira
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Link issues in the Tickets section (ie: static
search)

Nelson,


	Get into a unix session on your RT server (make sure you have
the 
appropriate privileges), The navigate to the directory where the 
RT_SiteConfog.pm file exists and make your changes there. You should be 
familiar with it, as you must have already made some changes for your 
use of LDAP, etc. You will fins the entries there.


Kenn
LBNL

On 5/5/2008 7:13 AM, Nelson Pereira wrote:
> How do you make those changes? In which file?
> 
> 
> 
> Nelson Pereira 
> 
> Telecom Network Admin
> Protus IP Solutions Inc.
> 2379 Holly Lane, Suite 210
> Ottawa, Ontario
> Canada K1V 7P2
> www.protus.com 
> 
> npereira at protus.com
> [t] 888.733.0000 x 528
> [p] 613.733.0000 x 528
> [f] 613.822.5083
> 	Protus IP Solutions	
> -----Original Message-----
> From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
> Sent: Friday, May 02, 2008 6:02 PM
> To: Nelson Pereira
> Subject: Re: [rt-users] Link issues in the Tickets section (ie: static
> search)
> 
> Nelson,
> 
> 
> 	I don't think you want the extra "/" at the end of "RT::WebURL 
> https://rt.protus.org//". I'd drop it to just 1 "/".
> 	I'd also drop the extra "/" at the front of your
> "HREF="//Ticket". I 
> think it should be "HREF="/Ticket/...".
> 	Make those two changes and try it again.
> 
> 
> Kenn
> LBNL
> 
> On 5/2/2008 12:17 PM, Nelson Pereira wrote:
>> RT::DefaultSearchResultFormat '<B><A
>> HREF="//Ticket/Display.html?id=__id__">__id__</a></B>/TITLE:#',
'<B><A
>>
>
HREF="//Ticket/Display.html?id=__id__">__Subject__</a></B>/TITLE:Subject
>> ', Status, QueueName, OwnerName, Priority, '__NEWLINE__', '',
>> '<small>__Requestors__</small>',
'<small>__CreatedRelative__</small>',
>> '<small>__ToldRelative__</small>',
>> '<small>__LastUpdatedRelative__</small>',
> '<small>__TimeLeft__</small>'
>>
>> RT::WebBaseURL https://rt.protus.org  
>>
>> RT::WebURL https://rt.protus.org//  
>>
>>
>>
>>
>>
>> Nelson Pereira 
>>
>> 	
>>
>> -----Original Message-----
>> From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
>> Sent: Thursday, May 01, 2008 3:30 PM
>> To: Nelson Pereira
>> Subject: Re: [rt-users] Link issues in the Tickets section (ie:
static
>> search)
>>
>> Nelson,
>>
>>
>> 	Navigate to Configuration->Tools->System Configuration and tell
>> me what 
>> you have for:
>>
>> 	RT::DefaultSearchResultFormat
>> 	RT::WebBaseURL
>> 	RT::WebURL
>>
>> 	I believe it is one or more of those guys.
>>
>>
>> Kenn
>> LBNL
>>
>> On 5/1/2008 9:54 AM, Nelson Pereira wrote:
>>> Which one could it be?
>>> Ive went through my rt site config an all seems correct.
>>>
>>>
>>>
>>> Nelson Pereira 
>>>
>>> Telecom Network Admin
>>> Protus IP Solutions Inc.
>>> 2379 Holly Lane, Suite 210
>>> Ottawa, Ontario
>>> Canada K1V 7P2
>>> www.protus.com 
>>>
>>> npereira at protus.com
>>> [t] 888.733.0000 x 528
>>> [p] 613.733.0000 x 528
>>> [f] 613.822.5083
>>> 	Protus IP Solutions	
>>>
>>> -----Original Message-----
>>> From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
>>> Sent: Thursday, May 01, 2008 12:31 PM
>>> To: Nelson Pereira
>>> Cc: rt-users at lists.bestpractical.com
>>> Subject: Re: [rt-users] Link issues in the Tickets section (ie:
> static
>>> search)
>>>
>>> Nelson,
>>>
>>>
>>> 	I'm not sure because I'm not seeing everything, but it sounds
>>> like one 
>>> or more of your "Config" settings is wrong.
>>>
>>>
>>> Kenn
>>> LBNL
>>>
>>> On 5/1/2008 8:29 AM, Nelson Pereira wrote:
>>>> Anyone have an idea about the issue I am having?
>>>>
>>>>  
>>>>
>>>> Nelson
>>>>
>>>>
>
------------------------------------------------------------------------
>>>> *From:* rt-users-bounces at lists.bestpractical.com 
>>>> [mailto:rt-users-bounces at lists.bestpractical.com] *On Behalf Of
>>> *Nelson 
>>>> Pereira
>>>> *Sent:* Tuesday, April 29, 2008 2:52 PM
>>>> *To:* rt-users at lists.bestpractical.com
>>>> *Subject:* [rt-users] Link issues in the Tickets section (ie:
static
>>> search)
>>>>  
>>>>
>>>> Hi all,
>>>>
>>>>  
>>>>
>>>> I've noticed a problem that I'm unsure when it actually started.
>>>>
>>>>  
>>>>
>>>> When you click on the Tickets link 
>>>> (https://domain.com/Search/Build.html) at the top of the page in RT
>> at
>>> a 
>>>> glance,
>>>>
>>>> When you click on one of the tickets that show up, the link is
> wrong,
>>>> hence brings you to a page cannot be displayed.
>>>>
>>>>  
>>>>
>>>> The link looks like this: https://ticket/Display.html?id=143
>>>>
>>>> When it should look like this:
>>> https://domain.com/Ticket/Display.html?id=143
>>>>  
>>>>
>>>> Notice the host part missing and the "t" is suppose to be
>> Capitalized.
>>>>  
>>>>
>>>> Anyone can tell me how I can fix this? This seams to be an issue
> with
>>>> the search I think or something.
>>>>
>>>>  
>>>>
>>>>  
>>>>
>>>> *Nelson Pereira*
>>>> Senior Network Administrator
>>>>
>>>> Protus IP Solutions Inc.
>>>> npereira at protus.com <mailto:npereira at protus.com>
>>>> phone: 613.733.0000 ext.528
>>>> MyFax: 613.822.5083
>>>> www.myfax.com <http://www.myfax.com>
>>>>
>>>> Refer your friends and colleagues to MyFax!
>>>> Click here for more information. 
>>>> <http://www.myfax.com/referral_program.asp>
>>>>
>>>> 	
>>>>
>>>> www.MyFax.com <http://www.myfax.com>
>>>>
>>>>  
>>>>
>>>>
>>>>
>
------------------------------------------------------------------------
>>>> _______________________________________________
>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>>
>>>> Community help: http://wiki.bestpractical.com
>>>> Commercial support: sales at bestpractical.com
>>>>
>>>>
>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly
Media.
> 
>>>> Buy a copy at http://rtbook.bestpractical.com
>>
> 
> 



From npereira at protus.com  Mon May  5 13:42:24 2008
From: npereira at protus.com (Nelson Pereira)
Date: Mon, 5 May 2008 13:42:24 -0400
Subject: [rt-users] Send last message/comment from ticket to requestor on
	resolve
Message-ID: <21044E8C915A7E43B90A1056127160F125832C@EXMAIL.protus.org>

Hi,

 

Wondering how to do this:

 

When I resolve a ticket, I want RT to send the message I put in the
resolve to the requestor, and not the default "as per our records...."

 

 

Nelson Pereira 
Senior Network Administrator 

Protus IP Solutions Inc. 
npereira at protus.com 
phone: 613.733.0000 ext.528 
MyFax: 613.822.5083 
www.myfax.com 

Refer your friends and colleagues to MyFax! 
Click here for more information.
<http://www.myfax.com/referral_program.asp>  

  <http://www.myfax.com> 

 

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From gleduc at mail.sdsu.edu  Mon May  5 14:29:01 2008
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Mon, 05 May 2008 11:29:01 -0700
Subject: [rt-users] Send last message/comment from ticket to requestor
 on resolve
In-Reply-To: <21044E8C915A7E43B90A1056127160F125832C@EXMAIL.protus.org>
References: <21044E8C915A7E43B90A1056127160F125832C@EXMAIL.protus.org>
Message-ID: <6.2.1.2.2.20080505111714.02466350@mail.sdsu.edu>

Nelson,

Here's how I include the resolver's message with our standard "resolved" 
blurb.  This is my (slightly modified) template for OnResolve.  The guts of 
what you want to do is that I grab the last correspondence, compare it to 
the last outgoing e-mail (don't include it if they're the same), then see 
if it's incoming e-mail (don't include it if so).  If it passes those 
tests, then I include it in my standard blurb to the requestor.  There are 
probably cleaner ways to do this, but I'm using this in production and it 
works.

Regards,
Gene

===== start of template contents
{ ### Tells user that ticket has been resolved
   my $MyName = "Template 28 (Resolved)";
#$RT::Logger->debug("$MyName (". $Transaction->Id . ") entered.");
   my $FromAddress = 'RT Requests <rt at myorg.org>';
   my $ContactAddress = 'real.person at myorg.org';
   my $OwnerName = $Ticket->OwnerObj->RealName;
   my $c_content;
   my $e_content;
   my $have_rmks;
   my $remarks;

   ### We won't include a comment if...
   ### - Last outgoing email content eq last correspond content (this means
   ###   that the content was already sent in an e-mail)
   ### - Last correspond attachment headers =~ /^Received/ (this means that
   ###   the correspond was an incoming e-mail)

   ### Get last Correspond
   my $Transactions = $Ticket->Transactions;
   $Transactions->Limit( FIELD => 'Type', VALUE => 'Correspond' );
   $Transactions->OrderByCols (
      { FIELD => 'Created',  ORDER => 'DESC' },
      { FIELD => 'id',     ORDER => 'DESC' },
   );
   my $CorrespondObj = $Transactions->First;
   if ($CorrespondObj && $CorrespondObj->Id) {
     $c_content = $CorrespondObj->Content;
     chomp $c_content;
     $have_rmks = !$CorrespondObj->Attachments->First->GetHeader('Received');
#$RT::Logger->debug("$MyName: found correspondence: '$_content'") if 
$have_rmks;
   }

   ### Get last outgoing e-mail
   $Transactions = $Ticket->Transactions;
   $Transactions->Limit( FIELD => 'Type', VALUE => 'EmailRecord' );
   $Transactions->OrderByCols (
      { FIELD => 'Created',  ORDER => 'DESC' },
      { FIELD => 'id',     ORDER => 'DESC' },
   );
   my $EmailObj = $Transactions->First;
   if ($EmailObj && $EmailObj->Id) {
     $e_content = $EmailObj->Content;
     chomp $e_content;
     if ($c_content) {
       $have_rmks = 0 if $e_content eq $c_content;
       $have_rmks = 0 if $EmailObj->Id > $CorrespondObj->Id;
     }
   }

use Mail::Address;
   my $Cc = '';
   my $Bcc = '';
   if ( $have_rmks ) {
     my $attachment = $CorrespondObj->Attachments->First;
     my @cc_addrs = Mail::Address->parse($attachment->GetHeader('RT-Send-Cc'));
     my @bcc_addrs = 
Mail::Address->parse($attachment->GetHeader('RT-Send-Bcc'));
     foreach my $addr ( @cc_addrs ) {
       $Cc .= $addr->address . ", ";
     }
     $Cc .= $Ticket->QueueObj->Cc->MemberEmailAddressesAsString;
     $Cc =~ s/, $//;

     foreach my $addr ( @bcc_addrs ) {
       $Bcc .= $addr->address . ", ";
     }
     $Bcc .= $Ticket->QueueObj->AdminCc->MemberEmailAddressesAsString;
     $Bcc =~ s/, $//;
   }

   ### Set the remarks if applicable
   if ($have_rmks) {
     $remarks = "
Comments:
====================
$c_content
====================";
#$RT::Logger->debug("$MyName: going to send comments: $remarks");
   }
   my $AddressGroup = "From: $FromAddress";
   $AddressGroup .= "\nCc: $Cc" if $Cc;
   $AddressGroup .= "\nBcc: $Bcc" if $Bcc;
   $OUT = "$AddressGroup
Subject: Action completed for your request

The ticket that was opened for your request has been resolved by 
$OwnerName.  If you have any questions about this, you can contact us at 
$ContactAddress.
$remarks

Regards,
The IT Staff";

}
===== end of template contents

At 10:42 AM 5/5/2008, Nelson Pereira wrote:
>Content-Class: urn:content-classes:message
>Content-Type: multipart/related; type="multipart/alternative";
>         boundary="----_=_NextPart_001_01C8AED7.61321FB3"
>
>Hi,
>
>Wondering how to do this:
>
>When I resolve a ticket, I want RT to send the message I put in the 
>resolve to the requestor, and not the default ?as per our records
.?
>
>
>Nelson Pereira
>Senior Network Administrator


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 
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From KFCrocker at lbl.gov  Mon May  5 14:40:39 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 05 May 2008 11:40:39 -0700
Subject: [rt-users] Send last message/comment from ticket to requestor
 on	resolve
In-Reply-To: <21044E8C915A7E43B90A1056127160F125832C@EXMAIL.protus.org>
References: <21044E8C915A7E43B90A1056127160F125832C@EXMAIL.protus.org>
Message-ID: <481F54A7.7060708@lbl.gov>

Nelson,


	We created our own template and put the following code in it:
#MAKE SURE YOUR TEMPLATE HAS A BLANK LINE AFTER THE "Subject:" LINE!!!

Subject: Request Titled: "{$Ticket->Subject}" has been Resolved!

This ticket has been resolved. DO NOT REPLY to this message!
-----------------------------------------------------------------------------
TICKET INFORMATION:
Ticket Queue  : {$Ticket->QueueObj->Name}
Ticket Number : {$Ticket->Id}
Ticket Subject: {$Ticket->Subject}
Ticket Description:
      {$Ticket->FirstCustomFieldValue('Description')}

Ticket Priority is: {$Ticket->Priority}
Ticket Requestor  : {$Ticket->Requestors->UserMembersObj->First->Name}
Ticket Created  by: {$Ticket->CreatorObj->Name}
Ticket Created  on: {substr($Ticket->Created, 0, 10)}
Ticket  Owned   by: {$Ticket->OwnerObj->Name}
Development Started on: {substr($Ticket->Started, 0, 10)}
QA Approved on: {$Ticket->FirstCustomFieldValue('QA Approval Date')}
QA Approved by: {$Ticket->FirstCustomFieldValue('QA Approver')}
Migrated    on: {substr($Ticket->Resolved, 0, 10)}
Migrated    by: {$Ticket->LastUpdatedByObj->Name}
Resolution comment:
      {
       my $Resolution_Comment;
       my $Transactions;
       my $CommentObj;

       $Transactions = $Ticket->Transactions;
       $Transactions->Limit( FIELD => 'Type', VALUE => 'Comment' );
       $Transactions->OrderByCols(
           { FIELD => 'Created',  ORDER => 'DESC' },
           { FIELD => 'id',     ORDER => 'DESC' },
           );

       $CommentObj = $Transactions->First;

       if  ($CommentObj && $CommentObj->id)
       {
            $Resolution_Comment = $CommentObj->Content;
       }
       else
       {
            $Resolution_Comment = "No comment."
       }

       return $Resolution_Comment;
      }
-----------------------------------------------------------------------------
To view ticket information, enter URL:

     {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}


	Of course, you will certainly not have the same CF's in your tickets 
and we use the "Comment" not the reply to insert into the template. But 
I think this will give you an idea on how to do this. Hope this helps.

Kenn
LBNL

On 5/5/2008 10:42 AM, Nelson Pereira wrote:
> Hi,
> 
>  
> 
> Wondering how to do this:
> 
>  
> 
> When I resolve a ticket, I want RT to send the message I put in the 
> resolve to the requestor, and not the default ?as per our records?.?
> 
>  
> 
>  
> 
> *Nelson Pereira*
> Senior Network Administrator
> 
> Protus IP Solutions Inc.
> npereira at protus.com <mailto:npereira at protus.com>
> phone: 613.733.0000 ext.528
> MyFax: 613.822.5083
> www.myfax.com <http://www.myfax.com>
> 
> Refer your friends and colleagues to MyFax!
> Click here for more information. 
> <http://www.myfax.com/referral_program.asp>
> 
> 	
> 
> www.MyFax.com <http://www.myfax.com>
> 
>  
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From sturner at MIT.EDU  Mon May  5 14:45:48 2008
From: sturner at MIT.EDU (Stephen Turner)
Date: Mon, 05 May 2008 14:45:48 -0400
Subject: [rt-users] Send last message/comment from ticket to requestor
 on resolve
In-Reply-To: <21044E8C915A7E43B90A1056127160F125832C@EXMAIL.protus.org>
References: <21044E8C915A7E43B90A1056127160F125832C@EXMAIL.protus.org>
Message-ID: <6.2.3.4.2.20080505144225.046a0b98@po14.mit.edu>


At Monday 5/5/2008 01:42 PM, Nelson Pereira wrote:
>Hi,
>
>Wondering how to do this:
>
>When I resolve a ticket, I want RT to send the 
>message I put in the resolve to the requestor, 
>and not the default ?as per our records
.?

Disable the "On resolve notify Requestors" scrip, 
and resolve tickets by adding a reply & changing 
the status. The Mason code can be changed so that 
when you use the "Resolve" link, the "Update 
type" is set to Reply rather than Comment.

Steve


Stephen Turner
Senior Programmer/Analyst - SAIS
MIT Information Services and Technology (IS&T)




From morten.guldager at gmail.com  Mon May  5 15:55:01 2008
From: morten.guldager at gmail.com (Morten Guldager)
Date: Mon, 5 May 2008 21:55:01 +0200
Subject: [rt-users] How to join two RT tables in perl?
In-Reply-To: <589c94400805050619j2d585fd0hec181db086cb4e8c@mail.gmail.com>
References: <d3e62a6b0805050609o4255d79bo35c56be25ae644b5@mail.gmail.com>
	<589c94400805050619j2d585fd0hec181db086cb4e8c@mail.gmail.com>
Message-ID: <d3e62a6b0805051255x415feb01j35c5e621422c4c8c@mail.gmail.com>

Ah thanks, works very well on the Creator column.

But it does not work on OldValue and NewValue. They change
type of content all the time. And some times they even contains
real data.

Which piece of secret magic do I need this time?


/Morten %-)

On Mon, May 5, 2008 at 3:19 PM, Ruslan Zakirov <ruz at bestpractical.com>
wrote:

> use
> $row->CreatorObj->Name;
>
> as far as I can see you don't need join which is for limits, not for
> access.
>
> On Mon, May 5, 2008 at 5:09 PM, Morten Guldager
> <morten.guldager at gmail.com> wrote:
> > 'Aloha!
> >
> > In my standalone program I would like to do a join on the tables
> > Transactions and Users in order to add Users.Name to my print
> > out. (and not just the user number)
> >
> > But I somehow lost track while trying to figure out how it is done
> >  in the RT code itself.
> >
> > Below is a boiled down demo program which fails in the second
> > last line, which is somehow expected.
> >
> >   RT::Transaction::Name Unimplemented in main. (./Join-demo-2 line 31)
> >
> > Perhaps somebody can help me in the right direction.
> >
> > --
> > /Morten %-)
> >
> > #!/usr/bin/perl
> >
> > package RT;
> > our $DatabaseType     = 'mysql';
> > our $DatabaseUser     = 'rtuser';
> > our $DatabasePassword = 'wibble';
> > our $DatabaseName     = 'rtdb';
> >
> > package main;
> > use strict;
> > use warnings;
> > use lib '/usr/share/request-tracker3.6/lib';
> > use RT;
> > use RT::Transactions;
> >
> > RT::Init();
> > my $CurrentUser = RT::CurrentUser->new('cust-12345');
> >
> > my $t = new RT::Transactions($CurrentUser);
> > $t->LimitToTicket(1);
> >
> > my $u = $t->NewAlias('Users');
> > $t->Join(ALIAS1 => 'main',
> >          FIELD1 => 'Creator',
> >          ALIAS2 => $u,
> >           FIELD2 => 'id');
> >
> > while (my $row = $t->Next)
> > {
> >   printf "id:%s, CreatorId:%s, Name:%s\n", $row->id, $row->Creator,
> > $row->Name;
> > }
> >
> >
> > _______________________________________________
> >  http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> >  Community help: http://wiki.bestpractical.com
> >  Commercial support: sales at bestpractical.com
> >
> >
> >  Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> >  Buy a copy at http://rtbook.bestpractical.com
>
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From dmbeethe at fedex.com  Mon May  5 15:43:30 2008
From: dmbeethe at fedex.com (Don Beethe)
Date: Mon, 5 May 2008 14:43:30 -0500
Subject: [rt-users] RT and SSL
In-Reply-To: <mailman.3351.1210012848.15359.rt-users@lists.bestpractical.com>
Message-ID: <CBFD49490FF183498C0C74C2317C7FE50BF5CF19@MEMEXCH06V.corp.ds.fedex.com>

 

Trying to get this to work. Got the website to work, but now having
trouble with the mailgate. When I try: 
cat /root/test_ticket | /opt/rt3/bin/rt-mailgate --queue General
--action correspond --url https://carrera.rmtc.fedex.com

I get in the rt.log: 
[Mon May  5 19:42:06 2008] [error]: Could not record email: Could not
load a valid user (/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75)

I've tried using the old url (http://carrera.rmtc.fedex.com) and get: 
An Error Occurred
=================

301 Moved Permanently

Instead of just in the rt.log... 

Any help would be appreciated. 



From KFCrocker at lbl.gov  Mon May  5 18:38:51 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 05 May 2008 15:38:51 -0700
Subject: [rt-users] Custom Field Drop down
Message-ID: <481F8C7B.5040500@lbl.gov>

To all,


	I was wondering if anyone had created a Custom Field that was 
pre-filled with members of a group or list of users. What I want to do 
is create a CF that can either be pre-filled from members of an existing 
group or allow a drop-down selection of group members (from a list of 
groups) to be selected/added as initial values for the CF. This allows a 
ticket owner or Manager of a queue to choose a user (from the list of 
available "user-names/values") to act as the person of interest for 
whatever function the CF stands for. It would offer tremendous 
flexibility for any RT installation that involves a lot of workflow 
functionality. Anyone??

Kenn
LBNL



From ruz at bestpractical.com  Mon May  5 19:50:36 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 6 May 2008 03:50:36 +0400
Subject: [rt-users] How to join two RT tables in perl?
In-Reply-To: <d3e62a6b0805051255x415feb01j35c5e621422c4c8c@mail.gmail.com>
References: <d3e62a6b0805050609o4255d79bo35c56be25ae644b5@mail.gmail.com>
	<589c94400805050619j2d585fd0hec181db086cb4e8c@mail.gmail.com>
	<d3e62a6b0805051255x415feb01j35c5e621422c4c8c@mail.gmail.com>
Message-ID: <589c94400805051650s594e6c06q6bbd411314e02bba@mail.gmail.com>

Depends on what you want to do?

On Mon, May 5, 2008 at 11:55 PM, Morten Guldager
<morten.guldager at gmail.com> wrote:
> Ah thanks, works very well on the Creator column.
>
> But it does not work on OldValue and NewValue. They change
> type of content all the time. And some times they even contains
> real data.
>
> Which piece of secret magic do I need this time?
>
>
> /Morten %-)
>
>
>
> On Mon, May 5, 2008 at 3:19 PM, Ruslan Zakirov <ruz at bestpractical.com>
> wrote:
> > use
> > $row->CreatorObj->Name;
> >
> > as far as I can see you don't need join which is for limits, not for
> access.
> >
> >
> >
> >
> > On Mon, May 5, 2008 at 5:09 PM, Morten Guldager
> > <morten.guldager at gmail.com> wrote:
> > > 'Aloha!
> > >
> > > In my standalone program I would like to do a join on the tables
> > > Transactions and Users in order to add Users.Name to my print
> > > out. (and not just the user number)
> > >
> > > But I somehow lost track while trying to figure out how it is done
> > >  in the RT code itself.
> > >
> > > Below is a boiled down demo program which fails in the second
> > > last line, which is somehow expected.
> > >
> > >   RT::Transaction::Name Unimplemented in main. (./Join-demo-2 line 31)
> > >
> > > Perhaps somebody can help me in the right direction.
> > >
> > > --
> > > /Morten %-)
> > >
> > > #!/usr/bin/perl
> > >
> > > package RT;
> > > our $DatabaseType     = 'mysql';
> > > our $DatabaseUser     = 'rtuser';
> > > our $DatabasePassword = 'wibble';
> > > our $DatabaseName     = 'rtdb';
> > >
> > > package main;
> > > use strict;
> > > use warnings;
> > > use lib '/usr/share/request-tracker3.6/lib';
> > > use RT;
> > > use RT::Transactions;
> > >
> > > RT::Init();
> > > my $CurrentUser = RT::CurrentUser->new('cust-12345');
> > >
> > > my $t = new RT::Transactions($CurrentUser);
> > > $t->LimitToTicket(1);
> > >
> > > my $u = $t->NewAlias('Users');
> > > $t->Join(ALIAS1 => 'main',
> > >          FIELD1 => 'Creator',
> > >          ALIAS2 => $u,
> > >           FIELD2 => 'id');
> > >
> > > while (my $row = $t->Next)
> > > {
> > >   printf "id:%s, CreatorId:%s, Name:%s\n", $row->id, $row->Creator,
> > > $row->Name;
> > > }
> > >
> > >
> > > _______________________________________________
> > >  http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > >
> > >  Community help: http://wiki.bestpractical.com
> > >  Commercial support: sales at bestpractical.com
> > >
> > >
> > >  Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > >  Buy a copy at http://rtbook.bestpractical.com
> >
>



-- 
Best regards, Ruslan.


From lists_rt at amnesiamachine.com  Mon May  5 20:52:34 2008
From: lists_rt at amnesiamachine.com (RT Lists)
Date: Mon, 5 May 2008 18:52:34 -0600
Subject: [rt-users] E-mail
In-Reply-To: <c02411c30805040217q7197011cte207f0736eb448de@mail.gmail.com>
References: <c02411c30805040217q7197011cte207f0736eb448de@mail.gmail.com>
Message-ID: <1a260ce60805051752j71fc9490l6c4219f03f456c32@mail.gmail.com>

Hi there,
Would you mind posting your fetchmail configuration?

-Matt


On Sun, May 4, 2008 at 3:17 AM, IT GUY <itinfoguy at gmail.com> wrote:

> Hello,
>
> My problem now is, when I reply with the Ticket ID  as the subject, my
> message doesn't go where it is supposed to be going. Instead a new ticked is
> created which is not good. If any one replies with the Ticked ID as the
> subject, the message should go in as comment.
>
> Am I missing something. Or is there something wrong with my fetchmail.
>
> IT GUY
> Yogesh
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
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From asallade at PTSOWA.ORG  Mon May  5 22:32:42 2008
From: asallade at PTSOWA.ORG (Aaron Sallade)
Date: Mon, 5 May 2008 19:32:42 -0700
Subject: [rt-users] Custom Field Drop down
In-Reply-To: <481F8C7B.5040500@lbl.gov>
References: <481F8C7B.5040500@lbl.gov>
Message-ID: <33DEE66ED2E72346ABC638427A77014050C514@PTSOEXCHANGE.PTSOWA.ORG>

We use the "Requestor Dropdown" from the wiki. It uses JavaScript that
could be modified to populate any custom field. It groups users by the
"Organization" value in the user data, but you could modify the code to
feed from a custom field in users I imagine.

Aaron Sallade'
Application Manager
PTSO of Washington
"Shared Technology for Community Health"
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
asallade at ptsowa.org

-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
Sent: Monday, May 05, 2008 3:39 PM
To: rt Users
Subject: [rt-users] Custom Field Drop down

To all,


	I was wondering if anyone had created a Custom Field that was 
pre-filled with members of a group or list of users. What I want to do 
is create a CF that can either be pre-filled from members of an existing

group or allow a drop-down selection of group members (from a list of 
groups) to be selected/added as initial values for the CF. This allows a

ticket owner or Manager of a queue to choose a user (from the list of 
available "user-names/values") to act as the person of interest for 
whatever function the CF stands for. It would offer tremendous 
flexibility for any RT installation that involves a lot of workflow 
functionality. Anyone??

Kenn
LBNL

_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com


From Horst.Kriegers at loterie.ch  Tue May  6 04:34:43 2008
From: Horst.Kriegers at loterie.ch (Horst Kriegers)
Date: Tue, 06 May 2008 10:34:43 +0200
Subject: [rt-users]
 =?iso-8859-15?q?R=E9p=2E_=3ARe=3A__CF_-_Select_values_?=
 =?iso-8859-15?q?rights?=
In-Reply-To: <481F39AA.1010004@lbl.gov>
References: <481ACE49.7061.0039.0@loterie.ch> <481B59E0.2050207@lbl.gov>
	<481ECED9.7061.0039.0@loterie.ch> <481F39AA.1010004@lbl.gov>
Message-ID: <48203448.7061.0039.0@loterie.ch>

Kenn,
 
our infrastructure is as described below.
 
I hoped I shall give right just to change the list Values (<option>)
without being able to change other information.
It's all right, we can live with this.
 
Thanks for your help
Horst
 

>>> Le Lundi, 5. Mai 2008 ?  18:45, Kenneth Crocker <KFCrocker at lbl.gov>
a ?crit :
Horst,


I'm sorry. It wasn't clear to me when you stated "change the value" if

you meant within a ticket or in the definition. To change the value "in

the definition", you have to grant the "AdminCustomField" to the 
appropriate group. To modify values for a CF "in a ticket", 
"ModifyCustomField". We only allow our System Admin group to have the 
"AdminCustomField" rights for "global" CFs. For a CF that is for a 
specific queue, we grant that right to the Technical support group
only. 
I'm not familiar with your infrastructure, so I don't know what else I

can tell you. Hope this helps.


Kenn
LBNL

On 5/5/2008 12:09 AM, Horst Kriegers wrote:
> Kenn,
> Thanks four your answer.
>  
> CF are for specific queues and specific group and I have defined the

> appropriate rights.
> But what I wish, is to give the right to only add or remove values
and 
> not to change
> others properties like the "Name", "Description", "Type", "Applies
to", 
> "Validation", "Link values to" and "Include page".
>  
> Is this possible ?
>  
>  
> Horst
>  >>> Le Vendredi, 2. Mai 2008 ?  20:13, Kenneth Crocker 
> <KFCrocker at lbl.gov> a ?crit :
> Horst,
> 
> 
> What other rights do those users have and are they "Global" rights
or
> for a specific queue? Are they rights granted to individual users or
> user only in a certain group? Is the CF applied to ALL queues or
just
> that specific one? Normally, one would have to go to
> Configuration->Custom Field->Group Rights and grant the appropriate
> rights to the correct group or user, depending on how your
> infrastructure is set up, but you didn't specify whether you grant
> rights to users individually, globally or only in groups. That would
help.
> 
> 
> Kenn
> LBNL
> 
> On 5/1/2008 11:18 PM, Horst Kriegers wrote:
>  > I need to give some users the right to only add/remove values for
>  > a "select one from many" custom field.
>  > 
>  > It is possible ? What are the rights which must be defined ?
>  > 
>  > Thanks for your help.
>  > Horst
>  > 
>  > 
>  >
>  >
_______________________________________________________________________
>  >
>  > Le contenu de ce courriel est uniquement r?serv? ? la personne ou
>  > l'organisme ? qui il est destin?. Si vous n'?tes pas le
destinataire
>  > pr?vu, veuillez nous en informer au plus vite et d?truire le
pr?sent
>  > courriel. Dans ce cas, il ne vous est pas permis de copier ce
courriel,
>  > de le distribuer ou de l'utiliser de quelque mani?re que ce soit.
>  >
>  >
_______________________________________________________________________
>  >
>  > The content of this e-mail is intended only and solely for the use
of
>  > the named recipient or organisation. If you are not the named
recipient,
>  > please inform us immediately and delete the present e-mail. In
this
>  > case, you are nor allowed to copy, distribute or use this e-mail
in any
>  > way.
>  >
>  >
_______________________________________________________________________
>  >
>  >
>  >
------------------------------------------------------------------------
>  >
>  > _______________________________________________
>  > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 
>  >
>  > Community help: http://wiki.bestpractical.com 
>  > Commercial support: sales at bestpractical.com 
>  >
>  >
>  > Discover RT's hidden secrets with RT Essentials from O'Reilly
Media.
>  > Buy a copy at http://rtbook.bestpractical.com 
> 
> 
> 
>
_______________________________________________________________________
> 
> Le contenu de ce courriel est uniquement r?serv? ? la personne ou 
> l'organisme ? qui il est destin?. Si vous n'?tes pas le destinataire

> pr?vu, veuillez nous en informer au plus vite et d?truire le pr?sent

> courriel. Dans ce cas, il ne vous est pas permis de copier ce
courriel, 
> de le distribuer ou de l'utiliser de quelque mani?re que ce soit.
> 
>
_______________________________________________________________________
> 
> The content of this e-mail is intended only and solely for the use of

> the named recipient or organisation. If you are not the named
recipient, 
> please inform us immediately and delete the present e-mail. In this 
> case, you are nor allowed to copy, distribute or use this e-mail in
any 
> way.
> 
>
_______________________________________________________________________
> 



___________________________________________________________
Le contenu de ce courriel est uniquement r?serv? ? la personne ou 
l'organisme ? qui il est destin?. Si vous n'?tes pas le destinataire
pr?vu, veuillez nous en informer au plus vite et d?truire le pr?sent
courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel,
de le distribuer ou de l'utiliser de quelque mani?re que ce soit.

The content of this e-mail is intended only and solely for the use 
of the named recipient or organisation. If you are not the named 
recipient, please inform us immediately and delete the present e-mail. 
In this case, you are nor allowed to copy, distribute or use this 
e-mail in any way.
___________________________________________________________
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From wes at gower.pl  Tue May  6 08:21:17 2008
From: wes at gower.pl (wesik)
Date: Tue, 6 May 2008 14:21:17 +0200
Subject: [rt-users] How to disable "new ticket" page in selfservice for
	unprivileged users in RT 3.6.6?
Message-ID: <012801c8af73$af691b20$4700050a@Marcin>

Hi all.

I've got couple of queues where mostly all new tickets are made by unprivileged users via e-mail. They get Autoreply msgs with their login/password to the SelfService WebUI and all works well, they can see their tickets etc. But I want to disable the "New Ticket" page for them in SelfService so they could only make new tickets by form on a www page witch sends e-mail to RT (not from WebUI from SelfService). How can I do that the simplest way?

Best regards,

WeSik
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From ruz at bestpractical.com  Tue May  6 11:18:17 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 6 May 2008 19:18:17 +0400
Subject: [rt-users] How to disable "new ticket" page in selfservice for
	unprivileged users in RT 3.6.6?
In-Reply-To: <012801c8af73$af691b20$4700050a@Marcin>
References: <012801c8af73$af691b20$4700050a@Marcin>
Message-ID: <589c94400805060818g12439d5lbcbdee0127984b84@mail.gmail.com>

Hack html/SelfService/Elements/Tabs a little. Delete references to
*Create*, this just hides Create interface from SelfService

Or you can replace html/SelfService/Create* files with simple pages
which redirect to your custom form using simple text "go there and use
that form" or real HTTP redirect.

use whatever is easier for you

On Tue, May 6, 2008 at 4:21 PM, wesik <wes at gower.pl> wrote:
>
>
>
>
> Hi all.
>
> I've got couple of queues where mostly all new tickets are made by
> unprivileged users via e-mail. They get Autoreply msgs with their
> login/password to the SelfService WebUI and all works well, they can see
> their tickets etc. But I want to disable the "New Ticket" page for them in
> SelfService so they could only make new tickets by form on a www page witch
> sends e-mail to RT (not from WebUI from SelfService). How can I do that the
> simplest way?
>
> Best regards,
>
> WeSik
> _______________________________________________
>  http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>  Community help: http://wiki.bestpractical.com
>  Commercial support: sales at bestpractical.com
>
>
>  Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>  Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From sbenson at a-1networks.com  Tue May  6 12:39:04 2008
From: sbenson at a-1networks.com (Scott Benson)
Date: Tue, 06 May 2008 09:39:04 -0700
Subject: [rt-users] "Stalled Tickets I Own"
Message-ID: <482089A8.3030500@a-1networks.com>

I want to create a box on the "RT at a glance" page that shows a 
separate box for stalled tickets.  Essentially it should look just like 
"%% highest priority tickets I own" but just be stalled tickets.

I found that in opt/rt3/etc/initialdata there is
    { Name => 'Search - My Tickets',
      Description => '[_1] highest priority tickets I own', # loc
      Content     =>
      { Format => "'<a 
href=\"__WebPath__/Ticket/Display.html?id=__id__\">__id__</a>/TITLE:#', 
'<a 
href=\"__WebPath__/Ticket/Display.html?id=__id__\">__Subject__</a>/TITLE:Subject', 
Priority, QueueName, ExtendedStatus",
        Query   => " Owner = '__CurrentUser__' AND ( Status = 'new' OR 
Status = 'open')",
        OrderBy => 'Priority',
        Order   => 'DESC' },
    },

I then created an identical  entry and changed it to say
    { Name => 'Search - My Stalled Tickets',
      Description => '[_1] Stalled tickets I own', # loc
      Content     =>
      { Format => "'<a 
href=\"__WebPath__/Ticket/Display.html?id=__id__\">__id__</a>/TITLE:#', 
'<a 
href=\"__WebPath__/Ticket/Display.html?id=__id__\">__Subject__</a>/TITLE:Subject', 
Priority, QueueName, ExtendedStatus",
        Query   => " Owner = '__CurrentUser__' AND ( Status = 'stalled')",
        OrderBy => 'Priority',
        Order   => 'DESC' },
    },

The problem is that I don't where to edit the main page file to make a 
new box and have it refrence that.  Can anyone help?

-- 
Scott Benson
A1 Networks
(707)570-2021 x203


From gevans at hcc.net  Tue May  6 12:58:35 2008
From: gevans at hcc.net (Greg Evans)
Date: Tue, 6 May 2008 09:58:35 -0700
Subject: [rt-users] "Stalled Tickets I Own"
In-Reply-To: <482089A8.3030500@a-1networks.com>
References: <482089A8.3030500@a-1networks.com>
Message-ID: <00d601c8af9a$6d25fe50$1200a8c0@hcc.local>

Make a saved search and then add it to the appropriate RT At a Glance pages
or globally to the At a Glance page. That is what I did for tickets from a
specific user that I monitor :)

Greg Evans
Hood Canal Communications
(360) 898-2481 ext.212 
-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Scott Benson
Sent: Tuesday, May 06, 2008 9:39 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] "Stalled Tickets I Own"

I want to create a box on the "RT at a glance" page that shows a 
separate box for stalled tickets.  Essentially it should look just like 
"%% highest priority tickets I own" but just be stalled tickets.

I found that in opt/rt3/etc/initialdata there is
    { Name => 'Search - My Tickets',
      Description => '[_1] highest priority tickets I own', # loc
      Content     =>
      { Format => "'<a 
href=\"__WebPath__/Ticket/Display.html?id=__id__\">__id__</a>/TITLE:#', 
'<a 
href=\"__WebPath__/Ticket/Display.html?id=__id__\">__Subject__</a>/TITLE:Sub
ject', 
Priority, QueueName, ExtendedStatus",
        Query   => " Owner = '__CurrentUser__' AND ( Status = 'new' OR 
Status = 'open')",
        OrderBy => 'Priority',
        Order   => 'DESC' },
    },

I then created an identical  entry and changed it to say
    { Name => 'Search - My Stalled Tickets',
      Description => '[_1] Stalled tickets I own', # loc
      Content     =>
      { Format => "'<a 
href=\"__WebPath__/Ticket/Display.html?id=__id__\">__id__</a>/TITLE:#', 
'<a 
href=\"__WebPath__/Ticket/Display.html?id=__id__\">__Subject__</a>/TITLE:Sub
ject', 
Priority, QueueName, ExtendedStatus",
        Query   => " Owner = '__CurrentUser__' AND ( Status = 'stalled')",
        OrderBy => 'Priority',
        Order   => 'DESC' },
    },

The problem is that I don't where to edit the main page file to make a 
new box and have it refrence that.  Can anyone help?

-- 
Scott Benson
A1 Networks
(707)570-2021 x203
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com



From itinfoguy at gmail.com  Wed May  7 01:48:00 2008
From: itinfoguy at gmail.com (IT GUY)
Date: Wed, 7 May 2008 11:33:00 +0545
Subject: [rt-users] E-mail
In-Reply-To: <1a260ce60805051752j71fc9490l6c4219f03f456c32@mail.gmail.com>
References: <c02411c30805040217q7197011cte207f0736eb448de@mail.gmail.com>
	<1a260ce60805051752j71fc9490l6c4219f03f456c32@mail.gmail.com>
Message-ID: <c02411c30805062248t45cd3c6ayf3787e002cf28d69@mail.gmail.com>

Hi Matt,

Here's my fetch mail configuration...



poll pop3.subisu.net.np proto pop3:

username rf.rt password x   mda "/usr/sbin/rt-mailgate --url
http://rt.subisu.net.np --queue rfsupport --action correspond"
username rt password x   mda "/usr/sbin/rt-mailgate --url
http://rt.subisu.net.np --queue general --action correspond"
username mrtg.rt password x   mda "/usr/sbin/rt-mailgate --url
http://rt.subisu.net.np --queue mrtg --action correspond"
username link.rt password x   mda "/usr/sbin/rt-mailgate --url
http://rt.subisu.net.np --queue linkupdown --action correspond"

One more question, Can I stop auto reply when a new ticket is created for
certain email addressess.

Thanks in Advance,

IT GUY
Yogesh




On Tue, May 6, 2008 at 6:37 AM, RT Lists <lists_rt at amnesiamachine.com>
wrote:

> Hi there,
> Would you mind posting your fetchmail configuration?
>
> -Matt
>
>
> On Sun, May 4, 2008 at 3:17 AM, IT GUY <itinfoguy at gmail.com> wrote:
>
> > Hello,
> >
> > My problem now is, when I reply with the Ticket ID  as the subject, my
> > message doesn't go where it is supposed to be going. Instead a new ticked is
> > created which is not good. If any one replies with the Ticked ID as the
> > subject, the message should go in as comment.
> >
> > Am I missing something. Or is there something wrong with my fetchmail.
> >
> > IT GUY
> > Yogesh
> >
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >
>
>
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From itinfoguy at gmail.com  Wed May  7 01:57:30 2008
From: itinfoguy at gmail.com (IT GUY)
Date: Wed, 7 May 2008 11:42:30 +0545
Subject: [rt-users] Scripssssssss
In-Reply-To: <481F37DB.7060405@lbl.gov>
References: <c02411c30805010450t645e04e0p1c491e8ebde49756@mail.gmail.com>
	<4819EC5A.6090609@lbl.gov>
	<c02411c30805032316l65600f67h10452020ecc86010@mail.gmail.com>
	<481F37DB.7060405@lbl.gov>
Message-ID: <c02411c30805062257y58492f7bre8128313df5c4857@mail.gmail.com>

Hi Kenn,

I did resolve that error of getting two e-mails for one request. Both Global
and queue-by-queue scripts were enabled. I removed one and the problem was
solved.

I'd like to ask one more thing, is there any way we can stop auto replies to
certain e-mail addresses. I don't need to reply to those adressess at all.

So far I think I have to disable auto repliying to all e-mail address.

IT GUY
Yogesh

On Mon, May 5, 2008 at 10:22 PM, Kenneth Crocker <KFCrocker at lbl.gov> wrote:

> IT GUY,
>
>
>        Like I said, it would help to know what scrips you have set up,
> both globally and on a queue-by-queue basis. Also, the privileges you have
> set up; which ones at what level. Without this info, everything is just
> speculation and trial and error, which is not a good way to debug something.
>
> Kenn
> LBNL
>
> On 5/3/2008 11:16 PM, IT GUY wrote:
>
> > Thanks Kenn,
> >  But I guess my problem is not over yet. I created a new user in RT and
> > allowed him rights to create a ticket in one of the queues. Well after the
> > ticket creation, he too got the same e-mail twice.
> >  I could see that RT had recorded two outgoing messages. I haven't seen
> > the notify others scrip. I'll have a look and let you know.
> >  One more thing that I would like to ask, isn't RT supposed to mail and
> > report about new ticket to the watchers or whoever I assign as watchers in
> > that queue.
> >   IT GUY
> > Yogesh
> >    On Thu, May 1, 2008 at 9:59 PM, Kenneth Crocker <KFCrocker at lbl.gov<mailto:
> > KFCrocker at lbl.gov>> wrote:
> >
> >    IT GUT,
> >
> >
> >           Well, gee, that could be caused by MANY things. You could
> >    have the Action set to "Notify AdminCc, Cc, Requestors" and you
> >    happen to be in two of those roles for those tickets. IT COULD be
> >    That you are also on the ticket Cc's list and you have a scrip that
> >    notifies "Others". It would help a great in debugging if perhaps you
> >    would specify what scrips you have and who is in what roles for the
> >    Queue & Globally. Then we might be able to whittle down the
> >    possibilities.
> >
> >
> >    Kenn
> >    LBNL
> >
> >
> >    On 5/1/2008 4:50 AM, IT GUY wrote:
> >
> >        Dear All,
> >         I always get two e-mail replies when ever a ticket is created
> >        via e-mail in any queue. How can I stop
> >         Thanks in advance,
> >        Yogesh
> >
> >
> >
> >  ------------------------------------------------------------------------
> >
> >        _______________________________________________
> >        http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> >        Community help: http://wiki.bestpractical.com
> >        <http://wiki.bestpractical.com/>
> >        Commercial support: sales at bestpractical.com
> >        <mailto:sales at bestpractical.com>
> >
> >
> >        Discover RT's hidden secrets with RT Essentials from O'Reilly
> >        Media. Buy a copy at http://rtbook.bestpractical.com
> >        <http://rtbook.bestpractical.com/>
> >
> >
> >
> >
>
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From traiano at gmail.com  Wed May  7 09:53:18 2008
From: traiano at gmail.com (Traiano Welcome)
Date: Wed, 7 May 2008 15:53:18 +0200
Subject: [rt-users] Contact Management / Address book Plugin for RT3
Message-ID: <a6630fed0805070653h7923b02ds8d116cb20badd5d9@mail.gmail.com>

Hi All

Is there a contact database management plugin/addon for RT3 that allows
users of the RT3 ticket system top view or update a central database of
contacts and access it from the RT3 web interface?

Thanks in Advance,
Traiano



-- 

There is no Spoon.
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From torsten.brumm at Kuehne-Nagel.com  Wed May  7 10:05:52 2008
From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm)
Date: Wed, 7 May 2008 16:05:52 +0200
Subject: [rt-users] Contact Management / Address book Plugin for RT3
In-Reply-To: <a6630fed0805070653h7923b02ds8d116cb20badd5d9@mail.gmail.com>
References: <a6630fed0805070653h7923b02ds8d116cb20badd5d9@mail.gmail.com>
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394012B9B3C@w3hamboex11.ger.win.int.kn>

No...! :-(


K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, Christian Marnett? (Stellv.),  Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne


________________________________

Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Traiano Welcome
Gesendet: Mittwoch, 7. Mai 2008 15:53
An: rt-users at lists.bestpractical.com
Betreff: [rt-users] Contact Management / Address book Plugin for RT3


Hi All

Is there a contact database management plugin/addon for RT3 that allows users of the RT3 ticket system top view or update a central database of contacts and access it from the RT3 web interface?

Thanks in Advance,
Traiano



-- 

There is no Spoon. 

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From torsten.brumm at Kuehne-Nagel.com  Wed May  7 10:20:06 2008
From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm)
Date: Wed, 7 May 2008 16:20:06 +0200
Subject: [rt-users] race condition with scrips updating db?
In-Reply-To: <4803C0CA.9030309@awry.ws>
References: <4803C0CA.9030309@awry.ws>
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394012B9B4E@w3hamboex11.ger.win.int.kn>

Hi Chris,

Hopefully you got a answer to your request already, if not try the following:

1. create a tiny scrip in which only wait for some seconds?
2. i'm not 100% sure, but try to set both scrip at the Stage to Transaction Batch

Torsten 


K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, Christian Marnett? (Stellv.),  Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne


-----Urspr?ngliche Nachricht-----
Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Chris Haumesser
Gesendet: Montag, 14. April 2008 22:39
An: rt-users at lists.bestpractical.com
Betreff: [rt-users] race condition with scrips updating db?

Hi,

I'm using the ExtractCustomFieldValues extension to extract an email address out of the body of a message and set it as the requestor of the ticket.

My template first removes the original requestor from the ticket, then adds the new address as a requestor.  In the RT history for the ticket, I see this work correctly.

My Extraction scrip has a description '00_extract_fields' and the autoreply scrip has a description '20_autoreply_on_create'.  The scrips appear to be firing in the proper order (00_extract_fields first, then 20_autoreply_on_create).  Nevertheless, the outgoing email in the autoreply picks up the address of the first requestor.

My theory is that this is a race condition: the autoreply scrip is properly firing after the extract scrip, but the extract scrip hasn't finished updating the database by the time the autoreply scrip starts.

Is there a way to test this theory and fix the problem?


Thanks,


-C-
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com



From traiano at gmail.com  Wed May  7 10:29:49 2008
From: traiano at gmail.com (Traiano Welcome)
Date: Wed, 7 May 2008 16:29:49 +0200
Subject: [rt-users] Contact Management / Address book Plugin for RT3
In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394012B9B3C@w3hamboex11.ger.win.int.kn>
References: <a6630fed0805070653h7923b02ds8d116cb20badd5d9@mail.gmail.com>
	<16426EA38D57E74CB1DE5A6AE1DB0394012B9B3C@w3hamboex11.ger.win.int.kn>
Message-ID: <a6630fed0805070729r5c0eca31o8792294885458cff@mail.gmail.com>

Darn. Looks like one for the wishlist :-)


2008/5/7 Ham MI-ID, Torsten Brumm <torsten.brumm at kuehne-nagel.com>:

>  No...! :-(
>
>
> K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann
> (Vors.), Uwe Bielang (Stellv.), Dirk Blesius (Stellv.), Bruno Mang, Alfred
> Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), Jens
> Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928,
> USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel
> A.G., Sitz: Contern/Luxemburg, Gesch?ftsf?hrender Verwaltungsrat:
> Klaus-Michael K?hne
>
> ------------------------------
> *Von:* rt-users-bounces at lists.bestpractical.com [mailto:
> rt-users-bounces at lists.bestpractical.com] *Im Auftrag von *Traiano Welcome
> *Gesendet:* Mittwoch, 7. Mai 2008 15:53
> *An:* rt-users at lists.bestpractical.com
> *Betreff:* [rt-users] Contact Management / Address book Plugin for RT3
>
> Hi All
>
> Is there a contact database management plugin/addon for RT3 that allows
> users of the RT3 ticket system top view or update a central database of
> contacts and access it from the RT3 web interface?
>
> Thanks in Advance,
> Traiano
>
>
>
> --
>
> There is no Spoon.
>



-- 

There is no Spoon.
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From KFCrocker at lbl.gov  Wed May  7 12:04:01 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 07 May 2008 09:04:01 -0700
Subject: [rt-users] Scripssssssss
In-Reply-To: <c02411c30805062257y58492f7bre8128313df5c4857@mail.gmail.com>
References: <c02411c30805010450t645e04e0p1c491e8ebde49756@mail.gmail.com>
	<4819EC5A.6090609@lbl.gov>
	<c02411c30805032316l65600f67h10452020ecc86010@mail.gmail.com>
	<481F37DB.7060405@lbl.gov>
	<c02411c30805062257y58492f7bre8128313df5c4857@mail.gmail.com>
Message-ID: <4821D2F1.1070501@lbl.gov>

IT GUY,


	Well, there are a couple ways. Are the users you want to ignore 
privileged? Are they in a group? The reason I ask is that if you have 
these users segregated in some manner, you can modify the scrip to 
accomplish this.


Kenn
LBNL

On 5/6/2008 10:57 PM, IT GUY wrote:
> Hi Kenn,
> 
> I did resolve that error of getting two e-mails for one request. Both 
> Global and queue-by-queue scripts were enabled. I removed one and the 
> problem was solved.
> 
> I'd like to ask one more thing, is there any way we can stop auto 
> replies to certain e-mail addresses. I don't need to reply to those 
> adressess at all.
> 
> So far I think I have to disable auto repliying to all e-mail address.
> 
> IT GUY
> Yogesh
> 
> On Mon, May 5, 2008 at 10:22 PM, Kenneth Crocker <KFCrocker at lbl.gov 
> <mailto:KFCrocker at lbl.gov>> wrote:
> 
>     IT GUY,
> 
> 
>            Like I said, it would help to know what scrips you have set
>     up, both globally and on a queue-by-queue basis. Also, the
>     privileges you have set up; which ones at what level. Without this
>     info, everything is just speculation and trial and error, which is
>     not a good way to debug something.
> 
>     Kenn
>     LBNL
> 
> 
>     On 5/3/2008 11:16 PM, IT GUY wrote:
> 
>         Thanks Kenn,
>          But I guess my problem is not over yet. I created a new user in
>         RT and allowed him rights to create a ticket in one of the
>         queues. Well after the ticket creation, he too got the same
>         e-mail twice.
>          I could see that RT had recorded two outgoing messages. I
>         haven't seen the notify others scrip. I'll have a look and let
>         you know.
>          One more thing that I would like to ask, isn't RT supposed to
>         mail and report about new ticket to the watchers or whoever I
>         assign as watchers in that queue.
>           IT GUY
>         Yogesh
>            On Thu, May 1, 2008 at 9:59 PM, Kenneth Crocker
>         <KFCrocker at lbl.gov <mailto:KFCrocker at lbl.gov>
>         <mailto:KFCrocker at lbl.gov <mailto:KFCrocker at lbl.gov>>> wrote:
> 
>            IT GUT,
> 
> 
>                   Well, gee, that could be caused by MANY things. You could
>            have the Action set to "Notify AdminCc, Cc, Requestors" and you
>            happen to be in two of those roles for those tickets. IT COULD be
>            That you are also on the ticket Cc's list and you have a
>         scrip that
>            notifies "Others". It would help a great in debugging if
>         perhaps you
>            would specify what scrips you have and who is in what roles
>         for the
>            Queue & Globally. Then we might be able to whittle down the
>            possibilities.
> 
> 
>            Kenn
>            LBNL
> 
> 
>            On 5/1/2008 4:50 AM, IT GUY wrote:
> 
>                Dear All,
>                 I always get two e-mail replies when ever a ticket is
>         created
>                via e-mail in any queue. How can I stop
>                 Thanks in advance,
>                Yogesh
> 
> 
>              
>          ------------------------------------------------------------------------
> 
>                _______________________________________________
>              
>          http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
>                Community help: http://wiki.bestpractical.com
>                <http://wiki.bestpractical.com/>
>                Commercial support: sales at bestpractical.com
>         <mailto:sales at bestpractical.com>
>                <mailto:sales at bestpractical.com
>         <mailto:sales at bestpractical.com>>
> 
> 
> 
>                Discover RT's hidden secrets with RT Essentials from O'Reilly
>                Media. Buy a copy at http://rtbook.bestpractical.com
>                <http://rtbook.bestpractical.com/>
> 
> 
> 
> 
> 



From KFCrocker at lbl.gov  Wed May  7 12:16:40 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 07 May 2008 09:16:40 -0700
Subject: [rt-users] race condition with scrips updating db?
In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394012B9B4E@w3hamboex11.ger.win.int.kn>
References: <4803C0CA.9030309@awry.ws>
	<16426EA38D57E74CB1DE5A6AE1DB0394012B9B4E@w3hamboex11.ger.win.int.kn>
Message-ID: <4821D5E8.7020900@lbl.gov>

Chris,


	Yes, I had the same problem awhile back. I change the condition to user 
defined and set up my own, then I changed the Stage to TransactionBatch. 
The "TransactionBatch" will only work if it is turned on in your 
RT_SiteCinfig.pm file "Set($UseTransactionBatch, '1');". For some 
reason, it SEEMS that if the condition is NOT user-defined, RT appears 
to re-set a lot of values before executing the building of the template 
code. By using "TransactionBatch" and "User-defined" and coding

my $trans = $self->TransactionObj;

return ($trans->Type eq "Status" &&
         $trans->NewValue eq "rejected");

	I was able to get around that. I'm not a perl guru so my ability to 
really analyze the code that does all this is quite limited (I can't 
even figure out why I can't install Rights Matrix and THAT should be 
simple). What I do now works without fail. Hope this helps.


Kenn
LBNL

On 5/7/2008 7:20 AM, Ham MI-ID, Torsten Brumm wrote:
> Hi Chris,
> 
> Hopefully you got a answer to your request already, if not try the following:
> 
> 1. create a tiny scrip in which only wait for some seconds?
> 2. i'm not 100% sure, but try to set both scrip at the Stage to Transaction Batch
> 
> Torsten 
> 
> 
> K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, Christian Marnett? (Stellv.),  Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne
> 
> 
> -----Urspr?ngliche Nachricht-----
> Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Chris Haumesser
> Gesendet: Montag, 14. April 2008 22:39
> An: rt-users at lists.bestpractical.com
> Betreff: [rt-users] race condition with scrips updating db?
> 
> Hi,
> 
> I'm using the ExtractCustomFieldValues extension to extract an email address out of the body of a message and set it as the requestor of the ticket.
> 
> My template first removes the original requestor from the ticket, then adds the new address as a requestor.  In the RT history for the ticket, I see this work correctly.
> 
> My Extraction scrip has a description '00_extract_fields' and the autoreply scrip has a description '20_autoreply_on_create'.  The scrips appear to be firing in the proper order (00_extract_fields first, then 20_autoreply_on_create).  Nevertheless, the outgoing email in the autoreply picks up the address of the first requestor.
> 
> My theory is that this is a race condition: the autoreply scrip is properly firing after the extract scrip, but the extract scrip hasn't finished updating the database by the time the autoreply scrip starts.
> 
> Is there a way to test this theory and fix the problem?
> 
> 
> Thanks,
> 
> 
> -C-
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 



From elbertlai at itiva.com  Wed May  7 14:24:35 2008
From: elbertlai at itiva.com (Elbert Lai)
Date: Wed, 7 May 2008 11:24:35 -0700
Subject: [rt-users] Parent/Children links in RT 3.6.6
Message-ID: <000b01c8b06f$9b627ac0$6700a8c0@PADepLaptop>

Has anyone else experienced the issue where the fields for links on the
homepage are no longer populated in 3.6.6? I recently upgraded an install
from 3.6.5 to 3.6.6, and now those tickets which had parents or children no
longer appear to reference them. If I look at 3.6.5, the links show up, so
they are still in the database. Any ideas on how to begin troubleshooting
this?

 

Thanks,

 

Elbert Lai

Network Operations Manager

Itiva Networks

530 Lytton Ave

2nd Floor

Palo Alto, CA 94301

650-521-3403 (cell)

650-560-6125 (fax)

elbertlai at itiva.com

 

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From rjb38 at drexel.edu  Wed May  7 16:23:22 2008
From: rjb38 at drexel.edu (Rich Bishop)
Date: Wed, 07 May 2008 16:23:22 -0400
Subject: [rt-users] Apache child segfault on loading one particular ticket
Message-ID: <48220FBA.8000604@drexel.edu>

We've been running RT 3.6.4 on Redhat EL 5 / mysql 5.0.22 / apache / 
mod_perl for some time with no problems. Today I hear from a user who 
has a ticket that doesn't display completely. It's a fairly long ticket, 
but we have much bigger ones that display fine.

In the apache error_log I see:

[Wed May 07 15:53:06 2008] [notice] child pid 4762 exit signal 
Segmentation fault (11)


every time someone tries to load the ticket. Nothing is logged by mysql 
or rt. All other tickets seem to be working fine.

Any thoughts on what this could be, or how to begin debugging it?

Thanks in advance,

Rich


From jesse at bestpractical.com  Wed May  7 17:05:37 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 7 May 2008 17:05:37 -0400
Subject: [rt-users] RT 3.8 beta 2 now available
Message-ID: <BDDBC4CB-4DF3-46C6-8630-4C492F94BE0F@bestpractical.com>

We've integrated about 350 changes to RT in the last two months as  
part of the big push toward RT 3.8.0. Many of those changes were made  
to integrate features Best Practical has built or prototyped for  
clients over the past several years. Below, please find the high-level  
changelog for the differences between RT 3.7.81 and RT 3.7.85 (Beta 1  
and Beta 2).

At this point, the known remaining work is mostly related to polishing  
the new web-based installation mechanism and cleaning up small issues  
as they're reported.

RT 3.7.85 is NOT RECOMMENDED for production use, however we strongly  
urge you to deploy it in your testing environment and provide feedback  
to help ensure that RT 3.8.0 is released soon and does what you need  
when we release it.


http://download.bestpractical.com/pub/rt/devel/rt-3.7.85.tar.gz
http://download.bestpractical.com/pub/rt/devel/rt-3.7.85.tar.gz.sig

Best,
Jesse


Major new features:
     * Designed a new default RT 3.8 visual style
     * Added support for Rich text / HTML mail composition within RT
     * Added support for  batched email 'digests' (Weekly or daily)
       as well as the ability for a user disable mail him or herself
     * Added the ability for users to build multiple custom 'dashboards'
       out of saved searches, saved graphs and saved charts and to mail
       those dashboards as reports on a regular basis.
     * Added a new, friendlier web-based installation system.
     * Added a Graphviz based visualization of ticket relationships
     * Added simple buttons to create new related tickets
     * Added simple 'bookmarks'/'favorites' support for tickets
     * Added the Ability to subscribe to iCalendar feeds of ticket  
start/due
       dates in Google Calendar / iCal.app
     * Integrated "BrandedQueues" RT extension. Let you specify a  
different
       subject token per queue
     * Integrated RT::Action::ExtractSubjectTag to better support  
conversations
       between multiple ticketing systems
     * Integrated RT::Action::LinearEscalate
     * Integrated RT::Action::NotifyGroup

Minor new features:
     * EmailInput refactoring, for possible later autocompleter
     * Clean up prototype/scriptaculous files
     * more cleanups on mysql schema vs. charsets, update upgrade  
script as well
     * Allow "mailto:" links as nav menu items
     * Adding a PreForking variant of our Standalone webserver.  
(currently disabled)
     * Applied a patch from Brian Nelson to add better display of  
"large text"
       custom fields.
     * The "CreateTicket" widget now supports ticket bodies
     * Added Dean Edwards "IE7.js" to make it easier to write cross- 
browser styles
     * Finally killed code duplicated between RT::EmailParser and  
RT::InterfaceEmail


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From benb at cascadeo.com  Wed May  7 17:06:06 2008
From: benb at cascadeo.com (Ben Browning)
Date: Wed, 07 May 2008 14:06:06 -0700
Subject: [rt-users] Unstalling tickets when a dependency is resolved?
Message-ID: <482219BE.1080601@cascadeo.com>

I googled around a bit and was unable to find info on this... Is it
possible to Stall a ticket and have it go to Open when one of its
"depends on" linked tickets gets resolved? This would be highly useful
from a project management point of view.

-- 
 Ben Browning <benb at cascadeo.com>
  Director of Systems Operations
      Cascadeo Corporation
    http://www.casccadeo.com/


From cmsilva at mobicomp.com  Wed May  7 17:08:32 2008
From: cmsilva at mobicomp.com (Carlos Silva)
Date: Wed, 7 May 2008 22:08:32 +0100
Subject: [rt-users] Apache child segfault on loading one particular
	ticket
In-Reply-To: <48220FBA.8000604@drexel.edu>
References: <48220FBA.8000604@drexel.edu>
Message-ID: <00a901c8b086$83dbde70$8b939b50$@com>

Hi all,
I've have been suffering from this same problem and I suspect some kind of bug on the RT encoding handling code.
For me it happens when my users paste stuff from Excel files or introduce the ? symbol on their replies.

To correct this list all transactions on the database envolving the ticket, and see the date where the RT web interface "cuts off". The next transaction is the one that is screwed up, look for odd characters like "\t" or stuff like that on the corresponding entry on the attachments table and replace them.

Good luck.

Regards,
Carlos Silva

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Rich Bishop
Sent: Wednesday, May 07, 2008 9:23 PM
To: RT Users
Subject: [rt-users] Apache child segfault on loading one particular ticket

We've been running RT 3.6.4 on Redhat EL 5 / mysql 5.0.22 / apache / 
mod_perl for some time with no problems. Today I hear from a user who 
has a ticket that doesn't display completely. It's a fairly long ticket, 
but we have much bigger ones that display fine.

In the apache error_log I see:

[Wed May 07 15:53:06 2008] [notice] child pid 4762 exit signal 
Segmentation fault (11)


every time someone tries to load the ticket. Nothing is logged by mysql 
or rt. All other tickets seem to be working fine.

Any thoughts on what this could be, or how to begin debugging it?

Thanks in advance,

Rich
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com



From alexsm at gmail.com  Wed May  7 17:49:08 2008
From: alexsm at gmail.com (Alex Moura)
Date: Wed, 7 May 2008 18:49:08 -0300
Subject: [rt-users] Apache child segfault on loading one particular
	ticket
In-Reply-To: <00a901c8b086$83dbde70$8b939b50$@com>
References: <48220FBA.8000604@drexel.edu> <00a901c8b086$83dbde70$8b939b50$@com>
Message-ID: <de2590e90805071449t44fd72dby3d2773f8ccad874@mail.gmail.com>

Hi,

The fix for a problem like this - if it is the same one reported before - is
in 2.04 and above versions of the Text::Quoted module. For us, the version
2.05 solved an issue like you reported.

Don't forget to stop/start the webserver.


Best regards,

Alex
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From sprymail at gmail.com  Wed May  7 19:05:42 2008
From: sprymail at gmail.com (Spry Mail)
Date: Wed, 7 May 2008 16:05:42 -0700
Subject: [rt-users] Is there any documentation on LimitDate?
Message-ID: <05CE6768-1CE9-4C31-A924-BC4EF75895DF@gmail.com>

	I have searched for quite a bit and cannot come up with any clear  
documentation on it. Any help would be appreciated.

Malcolm
malcolmb at gmail


From KFCrocker at lbl.gov  Wed May  7 19:09:02 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 07 May 2008 16:09:02 -0700
Subject: [rt-users] Sequence of scrips
Message-ID: <4822368E.9010402@lbl.gov>

To all,


	Is there any way to ensure that certain scrips are initiated before 
others? I named some with numbers in front (like 1a, 1b, 2a, 2b) and the 
ones named "Notify" were initiated first. Anyone have this problem and 
resolve it?


Kenn
LBNL



From chenga at ias.edu  Thu May  8 00:55:51 2008
From: chenga at ias.edu (Alan Cheng)
Date: Thu, 08 May 2008 00:55:51 -0400
Subject: [rt-users] Syslog Problem Under Solaris 10 (Re: RT 3.8 beta 2 now
 available)
In-Reply-To: <BDDBC4CB-4DF3-46C6-8630-4C492F94BE0F@bestpractical.com>
References: <BDDBC4CB-4DF3-46C6-8630-4C492F94BE0F@bestpractical.com>
Message-ID: <482287D7.2010109@ias.edu>

Hi all,

Anyone tried to install RT-3.7.85 under Solaris 10?  I can't work around 
the syslog problem while executing "make initialize-database" even with 
the following in my RT_SiteConfig.pm:

@LogToSyslogConf = ( socket => 'stream' ) unless (@LogToSyslogConf);

Also tried "inet" and "native" without success.  The above solution does 
work for 3.6.6 I am currently running though.

[Thu May  8 04:44:35 2008] [crit]: no connection to syslog available
        - /dev/conslog is not a socket at 
/opt/csw/share/perl/csw/Log/Dispatch/Syslog.pm line 71 
(/opt/rt3-beta/lib/RT.pm:358)
no connection to syslog available

Thanks,

Alan


Jesse Vincent wrote:
> We've integrated about 350 changes to RT in the last two months as 
> part of the big push toward RT 3.8.0. Many of those changes were made 
> to integrate features Best Practical has built or prototyped for 
> clients over the past several years. Below, please find the high-level 
> changelog for the differences between RT 3.7.81 and RT 3.7.85 (Beta 1 
> and Beta 2).
>
> At this point, the known remaining work is mostly related to polishing 
> the new web-based installation mechanism and cleaning up small issues 
> as they're reported.
>
> RT 3.7.85 is NOT RECOMMENDED for production use, however we strongly 
> urge you to deploy it in your testing environment and provide feedback 
> to help ensure that RT 3.8.0 is released soon and does what you need 
> when we release it.
>
>
> http://download.bestpractical.com/pub/rt/devel/rt-3.7.85.tar.gz
> http://download.bestpractical.com/pub/rt/devel/rt-3.7.85.tar.gz.sig
>
> Best,
> Jesse
>
>
> Major new features:
>     * Designed a new default RT 3.8 visual style
>     * Added support for Rich text / HTML mail composition within RT
>     * Added support for  batched email 'digests' (Weekly or daily)
>       as well as the ability for a user disable mail him or herself
>     * Added the ability for users to build multiple custom 'dashboards'
>       out of saved searches, saved graphs and saved charts and to mail
>       those dashboards as reports on a regular basis.
>     * Added a new, friendlier web-based installation system.
>     * Added a Graphviz based visualization of ticket relationships
>     * Added simple buttons to create new related tickets
>     * Added simple 'bookmarks'/'favorites' support for tickets
>     * Added the Ability to subscribe to iCalendar feeds of ticket 
> start/due
>       dates in Google Calendar / iCal.app
>     * Integrated "BrandedQueues" RT extension. Let you specify a 
> different
>       subject token per queue
>     * Integrated RT::Action::ExtractSubjectTag to better support 
> conversations
>       between multiple ticketing systems
>     * Integrated RT::Action::LinearEscalate
>     * Integrated RT::Action::NotifyGroup
>
> Minor new features:
>     * EmailInput refactoring, for possible later autocompleter
>     * Clean up prototype/scriptaculous files
>     * more cleanups on mysql schema vs. charsets, update upgrade 
> script as well
>     * Allow "mailto:" links as nav menu items
>     * Adding a PreForking variant of our Standalone webserver. 
> (currently disabled)
>     * Applied a patch from Brian Nelson to add better display of 
> "large text"
>       custom fields.
>     * The "CreateTicket" widget now supports ticket bodies
>     * Added Dean Edwards "IE7.js" to make it easier to write 
> cross-browser styles
>     * Finally killed code duplicated between RT::EmailParser and 
> RT::InterfaceEmail
>
>
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From AdamSmith at venda.com  Thu May  8 07:53:23 2008
From: AdamSmith at venda.com (Adam Smith)
Date: Thu, 8 May 2008 12:53:23 +0100
Subject: [rt-users] HTTP Client limit for returning queries
Message-ID: <64286C0E-7503-48C6-9CFC-80C19260908F@venda.com>

Can someone "in the know" please clarify whether or not RT has a "rate  
limit" setting per-IP (I think in testing this some time ago it  
appeared to be per-browser, somehow, so maybe by session ID??)  anyway  
-- something like that which prevents users from pulling more than  
about two queries at the same time?  I believe this to be some sort of  
Denial of Service prevention by "rate limiting" people requesting data  
from the systems.

For Team Leaders and so on trying to load up several tickets at once  
it can slow you down, especially if you have a lot of data to pull  
down.  Is there any way of increasing this limit?


-- 
Adam Smith





From leeda at dist102.k12.il.us  Thu May  8 08:29:36 2008
From: leeda at dist102.k12.il.us (Dan Lee)
Date: Thu, 8 May 2008 07:29:36 -0500
Subject: [rt-users] New Tickets not recording "Requestor"
Message-ID: <D4E2C516-F926-4B04-9849-F3DDA44B22C3@dist102.k12.il.us>

Using RT 3.6.6 on a Cent5 base. When I, or any user, create a new  
ticket, the "requestor" field is not being set to anything, the field  
remains blank. Any ideas what might be happening, or where to look to  
fix this?


Dan Lee
Systems Technician
LaGrange School District 102
leeda at dist102.k12.il.us



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From jesse at bestpractical.com  Thu May  8 08:44:17 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 8 May 2008 08:44:17 -0400
Subject: [rt-users] HTTP Client limit for returning queries
In-Reply-To: <64286C0E-7503-48C6-9CFC-80C19260908F@venda.com>
References: <64286C0E-7503-48C6-9CFC-80C19260908F@venda.com>
Message-ID: <19BA796F-B017-4C50-8A11-6A91D7277562@bestpractical.com>


On May 8, 2008, at 7:53 AM, Adam Smith wrote:

> Can someone "in the know" please clarify whether or not RT has a "rate
> limit" setting per-IP (I think in testing this some time ago it
> appeared to be per-browser, somehow, so maybe by session ID??)  anyway
> -- something like that which prevents users from pulling more than   
> about two queries at the same time?  I believe this to be some sort of
> Denial of Service prevention by "rate limiting" people requesting data
> from the systems.
>

It does not. If you wanted such a feature, I'd recommend you do it at  
the webserver layer.

> For Team Leaders and so on trying to load up several tickets at once
> it can slow you down, especially if you have a lot of data to pull
> down.  Is there any way of increasing this limit?
>
>
> -- 
> Adam Smith
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>

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From ruz at bestpractical.com  Thu May  8 09:07:52 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 8 May 2008 17:07:52 +0400
Subject: [rt-users] Syslog Problem Under Solaris 10 (Re: RT 3.8 beta 2
	now available)
In-Reply-To: <482287D7.2010109@ias.edu>
References: <BDDBC4CB-4DF3-46C6-8630-4C492F94BE0F@bestpractical.com>
	<482287D7.2010109@ias.edu>
Message-ID: <589c94400805080607w6093b722g1ff44ac14c0644cb@mail.gmail.com>

All options in 3.8 have to be set using Set() function:
Set( @LogToSyslogConf, socket => 'stream'  );

No more unless checks, no more difference for arrays or hashes.


On Thu, May 8, 2008 at 8:55 AM, Alan Cheng <chenga at ias.edu> wrote:
> Hi all,
>
> Anyone tried to install RT-3.7.85 under Solaris 10?  I can't work around
> the syslog problem while executing "make initialize-database" even with
> the following in my RT_SiteConfig.pm:
>
> @LogToSyslogConf = ( socket => 'stream' ) unless (@LogToSyslogConf);
>
> Also tried "inet" and "native" without success.  The above solution does
> work for 3.6.6 I am currently running though.
>
> [Thu May  8 04:44:35 2008] [crit]: no connection to syslog available
>        - /dev/conslog is not a socket at
> /opt/csw/share/perl/csw/Log/Dispatch/Syslog.pm line 71
> (/opt/rt3-beta/lib/RT.pm:358)
> no connection to syslog available
>
> Thanks,
>
> Alan
>
>
> Jesse Vincent wrote:
>> We've integrated about 350 changes to RT in the last two months as
>> part of the big push toward RT 3.8.0. Many of those changes were made
>> to integrate features Best Practical has built or prototyped for
>> clients over the past several years. Below, please find the high-level
>> changelog for the differences between RT 3.7.81 and RT 3.7.85 (Beta 1
>> and Beta 2).
>>
>> At this point, the known remaining work is mostly related to polishing
>> the new web-based installation mechanism and cleaning up small issues
>> as they're reported.
>>
>> RT 3.7.85 is NOT RECOMMENDED for production use, however we strongly
>> urge you to deploy it in your testing environment and provide feedback
>> to help ensure that RT 3.8.0 is released soon and does what you need
>> when we release it.
>>
>>
>> http://download.bestpractical.com/pub/rt/devel/rt-3.7.85.tar.gz
>> http://download.bestpractical.com/pub/rt/devel/rt-3.7.85.tar.gz.sig
>>
>> Best,
>> Jesse
>>
>>
>> Major new features:
>>     * Designed a new default RT 3.8 visual style
>>     * Added support for Rich text / HTML mail composition within RT
>>     * Added support for  batched email 'digests' (Weekly or daily)
>>       as well as the ability for a user disable mail him or herself
>>     * Added the ability for users to build multiple custom 'dashboards'
>>       out of saved searches, saved graphs and saved charts and to mail
>>       those dashboards as reports on a regular basis.
>>     * Added a new, friendlier web-based installation system.
>>     * Added a Graphviz based visualization of ticket relationships
>>     * Added simple buttons to create new related tickets
>>     * Added simple 'bookmarks'/'favorites' support for tickets
>>     * Added the Ability to subscribe to iCalendar feeds of ticket
>> start/due
>>       dates in Google Calendar / iCal.app
>>     * Integrated "BrandedQueues" RT extension. Let you specify a
>> different
>>       subject token per queue
>>     * Integrated RT::Action::ExtractSubjectTag to better support
>> conversations
>>       between multiple ticketing systems
>>     * Integrated RT::Action::LinearEscalate
>>     * Integrated RT::Action::NotifyGroup
>>
>> Minor new features:
>>     * EmailInput refactoring, for possible later autocompleter
>>     * Clean up prototype/scriptaculous files
>>     * more cleanups on mysql schema vs. charsets, update upgrade
>> script as well
>>     * Allow "mailto:" links as nav menu items
>>     * Adding a PreForking variant of our Standalone webserver.
>> (currently disabled)
>>     * Applied a patch from Brian Nelson to add better display of
>> "large text"
>>       custom fields.
>>     * The "CreateTicket" widget now supports ticket bodies
>>     * Added Dean Edwards "IE7.js" to make it easier to write
>> cross-browser styles
>>     * Finally killed code duplicated between RT::EmailParser and
>> RT::InterfaceEmail
>>
>>
>> ------------------------------------------------------------------------
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From rjb38 at drexel.edu  Thu May  8 11:07:50 2008
From: rjb38 at drexel.edu (Rich Bishop)
Date: Thu, 08 May 2008 11:07:50 -0400
Subject: [rt-users] Apache child segfault on loading one particular
	ticket
In-Reply-To: <de2590e90805071449t44fd72dby3d2773f8ccad874@mail.gmail.com>
References: <48220FBA.8000604@drexel.edu> <00a901c8b086$83dbde70$8b939b50$@com>
	<de2590e90805071449t44fd72dby3d2773f8ccad874@mail.gmail.com>
Message-ID: <48231746.7010402@drexel.edu>

Thanks for the responses. It was indeed a non-ascii character, and 
upgraded Text::Quoted from 2.02 to 2.05 fixed it.

Rich

Alex Moura wrote:
> Hi,
>
> The fix for a problem like this - if it is the same one reported 
> before - is in 2.04 and above versions of the Text::Quoted module. For 
> us, the version 2.05 solved an issue like you reported.
>
> Don't forget to stop/start the webserver.
>
>
> Best regards,
>
> Alex



From anarcat at anarcat.ath.cx  Thu May  8 14:08:07 2008
From: anarcat at anarcat.ath.cx (The Anarcat)
Date: Thu, 8 May 2008 14:08:07 -0400
Subject: [rt-users] batch (not bulk) updating tickets
Message-ID: <20080508180807.GQ5275@mumia.anarcat.ath.cx>

Hi,

I guess this is a whishlist request, but I'm writing to see if someone
also had such an issue and found an elegant solution already.

I'm using RT a lot to deal with my numerous tickets and todos. Right
now, for example, I have 28 tickets opened in my own "queue" (tickets
that I own). I use priorities to figure out what I'm going to do next.

(One problem is that since we use escalation, even if I set priorities
properly (which already takes a long time), they all go up to
$maxpriority defined on each queue when the due date comes up. So I want
to set the due date and that problem is solved.)

The fundamental problem is it's really a pain to go through N (where N >
5 generally) and update the due date (or priority...) for *every
ticket*.

I know about bulk update, but it doesn't apply since, in that case, I
want to assign potentially different values to every ticket.

So what I envisonned would be to have search results *editable* as is.
Have an option in the search form that would allow the column chosen in
the search to be edited directly. Here's a mockup of the interface that
could be implemented:

http://anarcat.ath.cx/snaps/rt-batch-edit-mockup.png

(Note that in the mockup, only the priority is editable, but anything
could be editable... I guess it would be a "Format" setting in the
"Display columns" box from the search builder...)

So my question is:

 1. has anyone done anything like this?
 2. if not, how much time would you think this would take to implement?
 3. ... and how would you go around implementing it?

Thank you for any input,

-- 
La guerre, c'est le massacre d'hommes qui ne se connaissent pas,
au profit d'hommes qui se connaissent mais ne se massacreront pas.
                        - Paul Val?ry
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From maurice at iparadigms.com  Thu May  8 14:46:27 2008
From: maurice at iparadigms.com (Maurice Chung)
Date: Thu, 8 May 2008 11:46:27 -0700 (PDT)
Subject: [rt-users] RT 3.6.3;
 how to have queue-specific scrip override global?
In-Reply-To: <481F36DE.4010400@lbl.gov>
Message-ID: <15418997.54031210272387012.JavaMail.root@mail.turnitin.com>

Thanks for the advice, gentlemen (sorry for the late reply, was out sick for a bit). I will try those out!

maurice


----- Original Message -----
From: "Kenneth Crocker" <KFCrocker at lbl.gov>
To: "Maurice Chung" <maurice at iparadigms.com>
Cc: "rt-users" <rt-users at lists.bestpractical.com>
Sent: Monday, May 5, 2008 9:33:34 AM (GMT-0800) America/Los_Angeles
Subject: Re: [rt-users] RT 3.6.3;	how to have queue-specific scrip override global?

Maurice,


	If the code you want to override is some user-defined perl, then put it 
in the template and that way RT will override any global template with a 
queue-defined template of the same name. Gene uses templates to execute 
a great deal of user-defined code and it works great. That way, the 
global scrip stays, the global template stays, but at the queue level, 
the code in the queue-defined template (same name as global) will 
override the code in the global template. Just another way to skin the cat.


Kenn
LBNL

On 5/2/2008 5:17 PM, Maurice Chung wrote:
> Hello,
> 
> We have a queue-specific scrip that we'd like to override a global scrip with the same conditions; I found this patch: http://page.mi.fu-berlin.de/pape/rt3screenshots/ 
> but was wondering if there was a way in RT (ver. 3.6.3) that I am not aware of, of doing this?
> 
> Looked through the RT Wiki pages on scrips but no dice =)
> 
> Thanks all - 
> maurice
> 
> ------------------------------------------------------------------
> Maurice Chung
> JrSysAdmin
> iParadigms, LLC - developers of Turnitin and iThenticate
> 1624 Franklin Street, 7th Floor
> Oakland, CA 94612
> p +1.510.287.9720 x309
> f +1.510.444.1952
> e maurice at iparadigms.com
> 
> iParadigms, LLC is committed to developing standard-setting,
> internet-based tools that protect intellectual property, promote
> academic and corporate integrity, and improve overall client
> productivity.
> 
> The information contained in this message may be privileged and
> confidential and protected from disclosure. If the reader of this
> message is not the intended recipient, or an employee or agent
> responsible for delivering this message to the intended recipient, you
> are hereby notified that any dissemination, distribution or copying of
> this communication is strictly prohibited. If you have received this
> communication in error, please notify the sender immediately by
> replying to the message and deleting it from your computer.
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 




From racinejp at vianet.ca  Thu May  8 15:51:37 2008
From: racinejp at vianet.ca (J.P. Racine)
Date: Thu, 08 May 2008 15:51:37 -0400
Subject: [rt-users] Upgrade problem.
Message-ID: <482359C9.2090508@vianet.ca>

Greetings,

I've just upgraded an RT installation from 3.4.4 to 3.6.6 and found that 
although the schema hasn't changed that there are some SQL queries that 
seem to behave strangely.  The database is about 9 gigs in size and is 
runing on mysql 5 ( mysql-server-5.0 debian package 5.0.51a-3~bpo40+1 ).

After the upgrade we noticed some strange behavior when trying to view a 
ticket that was in a resolved state.  The query below was called when 
the problem occured and and seem to return *all* resolved tickets and 
that was a bit to much for the memory of the system to handle. 

http://hostname.domain.com/Ticket/Display.html?id=123456

SELECT main.* FROM Tickets main  WHERE (main.Status != 'deleted') AND 
(main.Status = 'resolved') AND (main.EffectiveId
= main.id) AND (main.Type = 'ticket')  ORDER BY main.id ASC

The same database is running fine ( albeit a bit slow ) with a 
production 3.4.4 install. Any pointers or suggestions to remedy this 
problem would be appreciated.  I just don't see why there is a query 
with no limit for no apparent reason returning unlimited results.

Thanks,

JP





From jesse at bestpractical.com  Thu May  8 18:01:59 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 08 May 2008 18:01:59 -0400
Subject: [rt-users] Upgrade problem.
In-Reply-To: <482359C9.2090508@vianet.ca>
Message-ID: <20080508221438.524854D80A1@diesel.bestpractical.com>

Are you current on DBIX::SearchBuilder?

------- Original message -------
From: J.P. Racine <racinejp at vianet.ca>
Sent: 5-8-'08,  15:51

> Greetings,
> 
> I've just upgraded an RT installation from 3.4.4 to 3.6.6 and found that 
> although the schema hasn't changed that there are some SQL queries that 
> seem to behave strangely.  The database is about 9 gigs in size and is 
> runing on mysql 5 ( mysql-server-5.0 debian package 5.0.51a-3~bpo40+1 ).
> 
> After the upgrade we noticed some strange behavior when trying to view a 
> ticket that was in a resolved state.  The query below was called when 
> the problem occured and and seem to return *all* resolved tickets and 
> that was a bit to much for the memory of the system to handle. 
> 
> http://hostname.domain.com/Ticket/Display.html?id=123456
> 
> SELECT main.* FROM Tickets main  WHERE (main.Status != 'deleted') AND 
> (main.Status = 'resolved') AND (main.EffectiveId
> = main.id) AND (main.Type = 'ticket')  ORDER BY main.id ASC
> 
> The same database is running fine ( albeit a bit slow ) with a 
> production 3.4.4 install. Any pointers or suggestions to remedy this 
> problem would be appreciated.  I just don't see why there is a query 
> with no limit for no apparent reason returning unlimited results.
> 
> Thanks,
> 
> JP
> 
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 



From chenga at ias.edu  Thu May  8 20:02:07 2008
From: chenga at ias.edu (Alan Cheng)
Date: Thu, 08 May 2008 20:02:07 -0400
Subject: [rt-users] Syslog Problem Under Solaris 10 (Re: RT 3.8 beta 2
 now available)
In-Reply-To: <589c94400805080607w6093b722g1ff44ac14c0644cb@mail.gmail.com>
References: <BDDBC4CB-4DF3-46C6-8630-4C492F94BE0F@bestpractical.com>	
	<482287D7.2010109@ias.edu>
	<589c94400805080607w6093b722g1ff44ac14c0644cb@mail.gmail.com>
Message-ID: <4823947F.6010209@ias.edu>

Hi Ruslan,

 >All options in 3.8 have to be set using Set() function: Set( 
@LogToSyslogConf, socket => 'stream' );

Thank you very much for the information.  That fixed the syslog problem!

Now I need to figure out why RT is complaining about "Config"...  I did 
check all required Perl modules are installed (make testdeps and fixdeps).


[Thu May  8 18:35:49 2008] [error] Can't locate object method "Config" 
via package "RT" at /opt/rt3-beta/bin/webmux.pl line 91.\nBEGIN 
failed--compilation aborted at /opt/rt3-beta/bin/webmux.pl line 
92.\nCompilation failed in require at (eval 249) line 1.\n

Syntax error on line 1100 of /opt/csw/apache/conf/httpd.conf:

Can't locate object method "Config" via package "RT" at 
/opt/rt3-beta/bin/webmux.pl line 91.
BEGIN failed--compilation aborted at /opt/rt3-beta/bin/webmux.pl line 92.
Compilation failed in require at (eval 249) line 1.


Below is the snippet for httpd.conf
-----------------------------------------------
#  General setup for the virtual host
DocumentRoot "/opt/rt3-beta/share/html"
ServerName rt.example.com
ServerAdmin root at localhost
ErrorLog /opt/csw/apache/logs/ssl_error_log
TransferLog /opt/csw/apache/logs/ssl_access_log

    AddDefaultCharset UTF-8

    PerlModule Apache::DBI
    PerlRequire /opt/rt3-beta/bin/webmux.pl  <----- this is line 1100

    <Location />
     SetHandler perl-script
     PerlHandler RT::Mason
    </Location>
-----------------------------------------------------------------

Thanks,

Alan

Ruslan Zakirov wrote:
> All options in 3.8 have to be set using Set() function:
> Set( @LogToSyslogConf, socket => 'stream'  );
>
> No more unless checks, no more difference for arrays or hashes.
>
>
> On Thu, May 8, 2008 at 8:55 AM, Alan Cheng <chenga at ias.edu> wrote:
>   
>> Hi all,
>>
>> Anyone tried to install RT-3.7.85 under Solaris 10?  I can't work around
>> the syslog problem while executing "make initialize-database" even with
>> the following in my RT_SiteConfig.pm:
>>
>> @LogToSyslogConf = ( socket => 'stream' ) unless (@LogToSyslogConf);
>>
>> Also tried "inet" and "native" without success.  The above solution does
>> work for 3.6.6 I am currently running though.
>>
>> [Thu May  8 04:44:35 2008] [crit]: no connection to syslog available
>>        - /dev/conslog is not a socket at
>> /opt/csw/share/perl/csw/Log/Dispatch/Syslog.pm line 71
>> (/opt/rt3-beta/lib/RT.pm:358)
>> no connection to syslog available
>>
>> Thanks,
>>
>> Alan
>>
>>
>> Jesse Vincent wrote:
>>     
>>> We've integrated about 350 changes to RT in the last two months as
>>> part of the big push toward RT 3.8.0. Many of those changes were made
>>> to integrate features Best Practical has built or prototyped for
>>> clients over the past several years. Below, please find the high-level
>>> changelog for the differences between RT 3.7.81 and RT 3.7.85 (Beta 1
>>> and Beta 2).
>>>
>>> At this point, the known remaining work is mostly related to polishing
>>> the new web-based installation mechanism and cleaning up small issues
>>> as they're reported.
>>>
>>> RT 3.7.85 is NOT RECOMMENDED for production use, however we strongly
>>> urge you to deploy it in your testing environment and provide feedback
>>> to help ensure that RT 3.8.0 is released soon and does what you need
>>> when we release it.
>>>
>>>
>>> http://download.bestpractical.com/pub/rt/devel/rt-3.7.85.tar.gz
>>> http://download.bestpractical.com/pub/rt/devel/rt-3.7.85.tar.gz.sig
>>>
>>> Best,
>>> Jesse
>>>
>>>
>>> Major new features:
>>>     * Designed a new default RT 3.8 visual style
>>>     * Added support for Rich text / HTML mail composition within RT
>>>     * Added support for  batched email 'digests' (Weekly or daily)
>>>       as well as the ability for a user disable mail him or herself
>>>     * Added the ability for users to build multiple custom 'dashboards'
>>>       out of saved searches, saved graphs and saved charts and to mail
>>>       those dashboards as reports on a regular basis.
>>>     * Added a new, friendlier web-based installation system.
>>>     * Added a Graphviz based visualization of ticket relationships
>>>     * Added simple buttons to create new related tickets
>>>     * Added simple 'bookmarks'/'favorites' support for tickets
>>>     * Added the Ability to subscribe to iCalendar feeds of ticket
>>> start/due
>>>       dates in Google Calendar / iCal.app
>>>     * Integrated "BrandedQueues" RT extension. Let you specify a
>>> different
>>>       subject token per queue
>>>     * Integrated RT::Action::ExtractSubjectTag to better support
>>> conversations
>>>       between multiple ticketing systems
>>>     * Integrated RT::Action::LinearEscalate
>>>     * Integrated RT::Action::NotifyGroup
>>>
>>> Minor new features:
>>>     * EmailInput refactoring, for possible later autocompleter
>>>     * Clean up prototype/scriptaculous files
>>>     * more cleanups on mysql schema vs. charsets, update upgrade
>>> script as well
>>>     * Allow "mailto:" links as nav menu items
>>>     * Adding a PreForking variant of our Standalone webserver.
>>> (currently disabled)
>>>     * Applied a patch from Brian Nelson to add better display of
>>> "large text"
>>>       custom fields.
>>>     * The "CreateTicket" widget now supports ticket bodies
>>>     * Added Dean Edwards "IE7.js" to make it easier to write
>>> cross-browser styles
>>>     * Finally killed code duplicated between RT::EmailParser and
>>> RT::InterfaceEmail
>>>
>>>
>>> ------------------------------------------------------------------------
>>>
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Community help: http://wiki.bestpractical.com
>>> Commercial support: sales at bestpractical.com
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.bestpractical.com
>>>       
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>>     
>
>
>
>   



From gordon at cryologic.com  Thu May  8 19:53:37 2008
From: gordon at cryologic.com (gordon at cryologic.com)
Date: Fri, 09 May 2008 09:53:37 +1000
Subject: [rt-users] RT 3.8 beta 2 now available
In-Reply-To: <BDDBC4CB-4DF3-46C6-8630-4C492F94BE0F@bestpractical.com>
References: <BDDBC4CB-4DF3-46C6-8630-4C492F94BE0F@bestpractical.com>
Message-ID: <48239281.7030705@cryologic.com>

  On Wed, Jan 16, 2008 at 12:02:52PM -0500, Yitzchak Schaffer wrote:
 > Greetings:
 >
 > Has anyone added custom fields where the choices are taken from a query
 > against an outside database, perhaps by modifying the RT code? I didn't
 > see anything about this in the docs, and it didn't seem like "Include
 > page" in the CF modification screen would be able to achieve this. If
 > not, where should I look in the source code -
 > share/html/Elements/EditCustomField seems like a good starting spot.


 >That's a feature we've added for RT 3.8. If you're currently in
 >development, you might want to start with RT 3.7 - we're trying to get
 >3.8 ready for release now (though don't have a scheduled date)



Did this feature actually make it into 3.8? I haven't found reference to 
it in the changelogs.

gordon





Jesse Vincent wrote:
> We've integrated about 350 changes to RT in the last two months as part 
> of the big push toward RT 3.8.0. Many of those changes were made to 
> integrate features Best Practical has built or prototyped for clients 
> over the past several years. Below, please find the high-level changelog 
> for the differences between RT 3.7.81 and RT 3.7.85 (Beta 1 and Beta 2).
> 
> At this point, the known remaining work is mostly related to polishing 
> the new web-based installation mechanism and cleaning up small issues as 
> they're reported.
> 
> RT 3.7.85 is NOT RECOMMENDED for production use, however we strongly 
> urge you to deploy it in your testing environment and provide feedback 
> to help ensure that RT 3.8.0 is released soon and does what you need 
> when we release it.
> 
> 
> http://download.bestpractical.com/pub/rt/devel/rt-3.7.85.tar.gz
> http://download.bestpractical.com/pub/rt/devel/rt-3.7.85.tar.gz.sig
> 
> Best,
> Jesse
> 
> 
> Major new features:
>     * Designed a new default RT 3.8 visual style
>     * Added support for Rich text / HTML mail composition within RT
>     * Added support for  batched email 'digests' (Weekly or daily)
>       as well as the ability for a user disable mail him or herself
>     * Added the ability for users to build multiple custom 'dashboards'
>       out of saved searches, saved graphs and saved charts and to mail
>       those dashboards as reports on a regular basis.
>     * Added a new, friendlier web-based installation system.
>     * Added a Graphviz based visualization of ticket relationships
>     * Added simple buttons to create new related tickets
>     * Added simple 'bookmarks'/'favorites' support for tickets
>     * Added the Ability to subscribe to iCalendar feeds of ticket start/due
>       dates in Google Calendar / iCal.app
>     * Integrated "BrandedQueues" RT extension. Let you specify a different
>       subject token per queue
>     * Integrated RT::Action::ExtractSubjectTag to better support 
> conversations
>       between multiple ticketing systems
>     * Integrated RT::Action::LinearEscalate
>     * Integrated RT::Action::NotifyGroup
> 
> Minor new features:
>     * EmailInput refactoring, for possible later autocompleter
>     * Clean up prototype/scriptaculous files
>     * more cleanups on mysql schema vs. charsets, update upgrade script 
> as well
>     * Allow "mailto:" links as nav menu items
>     * Adding a PreForking variant of our Standalone webserver. 
> (currently disabled)
>     * Applied a patch from Brian Nelson to add better display of "large 
> text"
>       custom fields.
>     * The "CreateTicket" widget now supports ticket bodies
>     * Added Dean Edwards "IE7.js" to make it easier to write 
> cross-browser styles
>     * Finally killed code duplicated between RT::EmailParser and 
> RT::InterfaceEmail



From jesse at bestpractical.com  Thu May  8 20:16:06 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 8 May 2008 20:16:06 -0400
Subject: [rt-users] RT 3.8 beta 2 now available
In-Reply-To: <48239281.7030705@cryologic.com>
References: <BDDBC4CB-4DF3-46C6-8630-4C492F94BE0F@bestpractical.com>
	<48239281.7030705@cryologic.com>
Message-ID: <40357518-6947-472F-A594-0BDF27CECF0E@bestpractical.com>


On May 8, 2008, at 7:53 PM, gordon at cryologic.com wrote:

>  On Wed, Jan 16, 2008 at 12:02:52PM -0500, Yitzchak Schaffer wrote:
>> Greetings:
>>
>> Has anyone added custom fields where the choices are taken from a  
>> query
>> against an outside database, perhaps by modifying the RT code? I  
>> didn't
>> see anything about this in the docs, and it didn't seem like "Include
>> page" in the CF modification screen would be able to achieve this. If
>> not, where should I look in the source code -
>> share/html/Elements/EditCustomField seems like a good starting spot.
>
>
>> That's a feature we've added for RT 3.8. If you're currently in
>> development, you might want to start with RT 3.7 - we're trying to  
>> get
>> 3.8 ready for release now (though don't have a scheduled date)
>
>
>
> Did this feature actually make it into 3.8? I haven't found  
> reference to
> it in the changelogs.

Have a look at lib/RT/CustomFieldValues/External.pm
>
>
> gordon
>
>
>
>
>
> Jesse Vincent wrote:
>> We've integrated about 350 changes to RT in the last two months as  
>> part
>> of the big push toward RT 3.8.0. Many of those changes were made to
>> integrate features Best Practical has built or prototyped for clients
>> over the past several years. Below, please find the high-level  
>> changelog
>> for the differences between RT 3.7.81 and RT 3.7.85 (Beta 1 and  
>> Beta 2).
>>
>> At this point, the known remaining work is mostly related to  
>> polishing
>> the new web-based installation mechanism and cleaning up small  
>> issues as
>> they're reported.
>>
>> RT 3.7.85 is NOT RECOMMENDED for production use, however we strongly
>> urge you to deploy it in your testing environment and provide  
>> feedback
>> to help ensure that RT 3.8.0 is released soon and does what you need
>> when we release it.
>>
>>
>> http://download.bestpractical.com/pub/rt/devel/rt-3.7.85.tar.gz
>> http://download.bestpractical.com/pub/rt/devel/rt-3.7.85.tar.gz.sig
>>
>> Best,
>> Jesse
>>
>>
>> Major new features:
>>    * Designed a new default RT 3.8 visual style
>>    * Added support for Rich text / HTML mail composition within RT
>>    * Added support for  batched email 'digests' (Weekly or daily)
>>      as well as the ability for a user disable mail him or herself
>>    * Added the ability for users to build multiple custom  
>> 'dashboards'
>>      out of saved searches, saved graphs and saved charts and to mail
>>      those dashboards as reports on a regular basis.
>>    * Added a new, friendlier web-based installation system.
>>    * Added a Graphviz based visualization of ticket relationships
>>    * Added simple buttons to create new related tickets
>>    * Added simple 'bookmarks'/'favorites' support for tickets
>>    * Added the Ability to subscribe to iCalendar feeds of ticket  
>> start/due
>>      dates in Google Calendar / iCal.app
>>    * Integrated "BrandedQueues" RT extension. Let you specify a  
>> different
>>      subject token per queue
>>    * Integrated RT::Action::ExtractSubjectTag to better support
>> conversations
>>      between multiple ticketing systems
>>    * Integrated RT::Action::LinearEscalate
>>    * Integrated RT::Action::NotifyGroup
>>
>> Minor new features:
>>    * EmailInput refactoring, for possible later autocompleter
>>    * Clean up prototype/scriptaculous files
>>    * more cleanups on mysql schema vs. charsets, update upgrade  
>> script
>> as well
>>    * Allow "mailto:" links as nav menu items
>>    * Adding a PreForking variant of our Standalone webserver.
>> (currently disabled)
>>    * Applied a patch from Brian Nelson to add better display of  
>> "large
>> text"
>>      custom fields.
>>    * The "CreateTicket" widget now supports ticket bodies
>>    * Added Dean Edwards "IE7.js" to make it easier to write
>> cross-browser styles
>>    * Finally killed code duplicated between RT::EmailParser and
>> RT::InterfaceEmail
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>

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From chenga at ias.edu  Thu May  8 20:28:59 2008
From: chenga at ias.edu (Alan Cheng)
Date: Thu, 08 May 2008 20:28:59 -0400
Subject: [rt-users] Syslog Problem Under Solaris 10 (Re: RT 3.8 beta 2
 now available)
In-Reply-To: <4823947F.6010209@ias.edu>
References: <BDDBC4CB-4DF3-46C6-8630-4C492F94BE0F@bestpractical.com>		<482287D7.2010109@ias.edu>	<589c94400805080607w6093b722g1ff44ac14c0644cb@mail.gmail.com>
	<4823947F.6010209@ias.edu>
Message-ID: <48239ACB.30203@ias.edu>

This is more encouraging - running without SSL works OK.

Thanks,

Alan

Alan Cheng wrote:
> Hi Ruslan,
>
>  >All options in 3.8 have to be set using Set() function: Set( 
> @LogToSyslogConf, socket => 'stream' );
>
> Thank you very much for the information.  That fixed the syslog problem!
>
> Now I need to figure out why RT is complaining about "Config"...  I did 
> check all required Perl modules are installed (make testdeps and fixdeps).
>
>
> [Thu May  8 18:35:49 2008] [error] Can't locate object method "Config" 
> via package "RT" at /opt/rt3-beta/bin/webmux.pl line 91.\nBEGIN 
> failed--compilation aborted at /opt/rt3-beta/bin/webmux.pl line 
> 92.\nCompilation failed in require at (eval 249) line 1.\n
>
> Syntax error on line 1100 of /opt/csw/apache/conf/httpd.conf:
>
> Can't locate object method "Config" via package "RT" at 
> /opt/rt3-beta/bin/webmux.pl line 91.
> BEGIN failed--compilation aborted at /opt/rt3-beta/bin/webmux.pl line 92.
> Compilation failed in require at (eval 249) line 1.
>
>
> Below is the snippet for httpd.conf
> -----------------------------------------------
> #  General setup for the virtual host
> DocumentRoot "/opt/rt3-beta/share/html"
> ServerName rt.example.com
> ServerAdmin root at localhost
> ErrorLog /opt/csw/apache/logs/ssl_error_log
> TransferLog /opt/csw/apache/logs/ssl_access_log
>
>     AddDefaultCharset UTF-8
>
>     PerlModule Apache::DBI
>     PerlRequire /opt/rt3-beta/bin/webmux.pl  <----- this is line 1100
>
>     <Location />
>      SetHandler perl-script
>      PerlHandler RT::Mason
>     </Location>
> -----------------------------------------------------------------
>
> Thanks,
>
> Alan
>
> Ruslan Zakirov wrote:
>   
>> All options in 3.8 have to be set using Set() function:
>> Set( @LogToSyslogConf, socket => 'stream'  );
>>
>> No more unless checks, no more difference for arrays or hashes.
>>
>>
>> On Thu, May 8, 2008 at 8:55 AM, Alan Cheng <chenga at ias.edu> wrote:
>>   
>>     
>>> Hi all,
>>>
>>> Anyone tried to install RT-3.7.85 under Solaris 10?  I can't work around
>>> the syslog problem while executing "make initialize-database" even with
>>> the following in my RT_SiteConfig.pm:
>>>
>>> @LogToSyslogConf = ( socket => 'stream' ) unless (@LogToSyslogConf);
>>>
>>> Also tried "inet" and "native" without success.  The above solution does
>>> work for 3.6.6 I am currently running though.
>>>
>>> [Thu May  8 04:44:35 2008] [crit]: no connection to syslog available
>>>        - /dev/conslog is not a socket at
>>> /opt/csw/share/perl/csw/Log/Dispatch/Syslog.pm line 71
>>> (/opt/rt3-beta/lib/RT.pm:358)
>>> no connection to syslog available
>>>
>>> Thanks,
>>>
>>> Alan
>>>
>>>
>>> Jesse Vincent wrote:
>>>     
>>>       
>>>> We've integrated about 350 changes to RT in the last two months as
>>>> part of the big push toward RT 3.8.0. Many of those changes were made
>>>> to integrate features Best Practical has built or prototyped for
>>>> clients over the past several years. Below, please find the high-level
>>>> changelog for the differences between RT 3.7.81 and RT 3.7.85 (Beta 1
>>>> and Beta 2).
>>>>
>>>> At this point, the known remaining work is mostly related to polishing
>>>> the new web-based installation mechanism and cleaning up small issues
>>>> as they're reported.
>>>>
>>>> RT 3.7.85 is NOT RECOMMENDED for production use, however we strongly
>>>> urge you to deploy it in your testing environment and provide feedback
>>>> to help ensure that RT 3.8.0 is released soon and does what you need
>>>> when we release it.
>>>>
>>>>
>>>> http://download.bestpractical.com/pub/rt/devel/rt-3.7.85.tar.gz
>>>> http://download.bestpractical.com/pub/rt/devel/rt-3.7.85.tar.gz.sig
>>>>
>>>> Best,
>>>> Jesse
>>>>
>>>>
>>>> Major new features:
>>>>     * Designed a new default RT 3.8 visual style
>>>>     * Added support for Rich text / HTML mail composition within RT
>>>>     * Added support for  batched email 'digests' (Weekly or daily)
>>>>       as well as the ability for a user disable mail him or herself
>>>>     * Added the ability for users to build multiple custom 'dashboards'
>>>>       out of saved searches, saved graphs and saved charts and to mail
>>>>       those dashboards as reports on a regular basis.
>>>>     * Added a new, friendlier web-based installation system.
>>>>     * Added a Graphviz based visualization of ticket relationships
>>>>     * Added simple buttons to create new related tickets
>>>>     * Added simple 'bookmarks'/'favorites' support for tickets
>>>>     * Added the Ability to subscribe to iCalendar feeds of ticket
>>>> start/due
>>>>       dates in Google Calendar / iCal.app
>>>>     * Integrated "BrandedQueues" RT extension. Let you specify a
>>>> different
>>>>       subject token per queue
>>>>     * Integrated RT::Action::ExtractSubjectTag to better support
>>>> conversations
>>>>       between multiple ticketing systems
>>>>     * Integrated RT::Action::LinearEscalate
>>>>     * Integrated RT::Action::NotifyGroup
>>>>
>>>> Minor new features:
>>>>     * EmailInput refactoring, for possible later autocompleter
>>>>     * Clean up prototype/scriptaculous files
>>>>     * more cleanups on mysql schema vs. charsets, update upgrade
>>>> script as well
>>>>     * Allow "mailto:" links as nav menu items
>>>>     * Adding a PreForking variant of our Standalone webserver.
>>>> (currently disabled)
>>>>     * Applied a patch from Brian Nelson to add better display of
>>>> "large text"
>>>>       custom fields.
>>>>     * The "CreateTicket" widget now supports ticket bodies
>>>>     * Added Dean Edwards "IE7.js" to make it easier to write
>>>> cross-browser styles
>>>>     * Finally killed code duplicated between RT::EmailParser and
>>>> RT::InterfaceEmail
>>>>
>>>>
>>>> ------------------------------------------------------------------------
>>>>
>>>> _______________________________________________
>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>>
>>>> Community help: http://wiki.bestpractical.com
>>>> Commercial support: sales at bestpractical.com
>>>>
>>>>
>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>       
>>>>         
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Community help: http://wiki.bestpractical.com
>>> Commercial support: sales at bestpractical.com
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.bestpractical.com
>>>
>>>     
>>>       
>>
>>   
>>     
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>   

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From chenga at ias.edu  Thu May  8 20:36:39 2008
From: chenga at ias.edu (Alan Cheng)
Date: Thu, 08 May 2008 20:36:39 -0400
Subject: [rt-users] Syslog Problem Under Solaris 10 (Re: RT 3.8 beta 2
 now available)
In-Reply-To: <48239ACB.30203@ias.edu>
References: <BDDBC4CB-4DF3-46C6-8630-4C492F94BE0F@bestpractical.com>		<482287D7.2010109@ias.edu>	<589c94400805080607w6093b722g1ff44ac14c0644cb@mail.gmail.com>	<4823947F.6010209@ias.edu>
	<48239ACB.30203@ias.edu>
Message-ID: <48239C97.3060405@ias.edu>

Fixed.  Misconfiguration in httpd.conf...of course! :)  Both SSL and 
non-SSL work now.

The default "web2" theme looks great.

Thanks,

Alan

Alan Cheng wrote:
> This is more encouraging - running without SSL works OK.
>
> Thanks,
>
> Alan
>
> Alan Cheng wrote:
>> Hi Ruslan,
>>
>>  >All options in 3.8 have to be set using Set() function: Set( 
>> @LogToSyslogConf, socket => 'stream' );
>>
>> Thank you very much for the information.  That fixed the syslog problem!
>>
>> Now I need to figure out why RT is complaining about "Config"...  I did 
>> check all required Perl modules are installed (make testdeps and fixdeps).
>>
>>
>> [Thu May  8 18:35:49 2008] [error] Can't locate object method "Config" 
>> via package "RT" at /opt/rt3-beta/bin/webmux.pl line 91.\nBEGIN 
>> failed--compilation aborted at /opt/rt3-beta/bin/webmux.pl line 
>> 92.\nCompilation failed in require at (eval 249) line 1.\n
>>
>> Syntax error on line 1100 of /opt/csw/apache/conf/httpd.conf:
>>
>> Can't locate object method "Config" via package "RT" at 
>> /opt/rt3-beta/bin/webmux.pl line 91.
>> BEGIN failed--compilation aborted at /opt/rt3-beta/bin/webmux.pl line 92.
>> Compilation failed in require at (eval 249) line 1.
>>
>>
>> Below is the snippet for httpd.conf
>> -----------------------------------------------
>> #  General setup for the virtual host
>> DocumentRoot "/opt/rt3-beta/share/html"
>> ServerName rt.example.com
>> ServerAdmin root at localhost
>> ErrorLog /opt/csw/apache/logs/ssl_error_log
>> TransferLog /opt/csw/apache/logs/ssl_access_log
>>
>>     AddDefaultCharset UTF-8
>>
>>     PerlModule Apache::DBI
>>     PerlRequire /opt/rt3-beta/bin/webmux.pl  <----- this is line 1100
>>
>>     <Location />
>>      SetHandler perl-script
>>      PerlHandler RT::Mason
>>     </Location>
>> -----------------------------------------------------------------
>>
>> Thanks,
>>
>> Alan
>>
>> Ruslan Zakirov wrote:
>>   
>>> All options in 3.8 have to be set using Set() function:
>>> Set( @LogToSyslogConf, socket => 'stream'  );
>>>
>>> No more unless checks, no more difference for arrays or hashes.
>>>
>>>
>>> On Thu, May 8, 2008 at 8:55 AM, Alan Cheng <chenga at ias.edu> wrote:
>>>   
>>>     
>>>> Hi all,
>>>>
>>>> Anyone tried to install RT-3.7.85 under Solaris 10?  I can't work around
>>>> the syslog problem while executing "make initialize-database" even with
>>>> the following in my RT_SiteConfig.pm:
>>>>
>>>> @LogToSyslogConf = ( socket => 'stream' ) unless (@LogToSyslogConf);
>>>>
>>>> Also tried "inet" and "native" without success.  The above solution does
>>>> work for 3.6.6 I am currently running though.
>>>>
>>>> [Thu May  8 04:44:35 2008] [crit]: no connection to syslog available
>>>>        - /dev/conslog is not a socket at
>>>> /opt/csw/share/perl/csw/Log/Dispatch/Syslog.pm line 71
>>>> (/opt/rt3-beta/lib/RT.pm:358)
>>>> no connection to syslog available
>>>>
>>>> Thanks,
>>>>
>>>> Alan
>>>>
>>>>
>>>> Jesse Vincent wrote:
>>>>     
>>>>       
>>>>> We've integrated about 350 changes to RT in the last two months as
>>>>> part of the big push toward RT 3.8.0. Many of those changes were made
>>>>> to integrate features Best Practical has built or prototyped for
>>>>> clients over the past several years. Below, please find the high-level
>>>>> changelog for the differences between RT 3.7.81 and RT 3.7.85 (Beta 1
>>>>> and Beta 2).
>>>>>
>>>>> At this point, the known remaining work is mostly related to polishing
>>>>> the new web-based installation mechanism and cleaning up small issues
>>>>> as they're reported.
>>>>>
>>>>> RT 3.7.85 is NOT RECOMMENDED for production use, however we strongly
>>>>> urge you to deploy it in your testing environment and provide feedback
>>>>> to help ensure that RT 3.8.0 is released soon and does what you need
>>>>> when we release it.
>>>>>
>>>>>
>>>>> http://download.bestpractical.com/pub/rt/devel/rt-3.7.85.tar.gz
>>>>> http://download.bestpractical.com/pub/rt/devel/rt-3.7.85.tar.gz.sig
>>>>>
>>>>> Best,
>>>>> Jesse
>>>>>
>>>>>
>>>>> Major new features:
>>>>>     * Designed a new default RT 3.8 visual style
>>>>>     * Added support for Rich text / HTML mail composition within RT
>>>>>     * Added support for  batched email 'digests' (Weekly or daily)
>>>>>       as well as the ability for a user disable mail him or herself
>>>>>     * Added the ability for users to build multiple custom 'dashboards'
>>>>>       out of saved searches, saved graphs and saved charts and to mail
>>>>>       those dashboards as reports on a regular basis.
>>>>>     * Added a new, friendlier web-based installation system.
>>>>>     * Added a Graphviz based visualization of ticket relationships
>>>>>     * Added simple buttons to create new related tickets
>>>>>     * Added simple 'bookmarks'/'favorites' support for tickets
>>>>>     * Added the Ability to subscribe to iCalendar feeds of ticket
>>>>> start/due
>>>>>       dates in Google Calendar / iCal.app
>>>>>     * Integrated "BrandedQueues" RT extension. Let you specify a
>>>>> different
>>>>>       subject token per queue
>>>>>     * Integrated RT::Action::ExtractSubjectTag to better support
>>>>> conversations
>>>>>       between multiple ticketing systems
>>>>>     * Integrated RT::Action::LinearEscalate
>>>>>     * Integrated RT::Action::NotifyGroup
>>>>>
>>>>> Minor new features:
>>>>>     * EmailInput refactoring, for possible later autocompleter
>>>>>     * Clean up prototype/scriptaculous files
>>>>>     * more cleanups on mysql schema vs. charsets, update upgrade
>>>>> script as well
>>>>>     * Allow "mailto:" links as nav menu items
>>>>>     * Adding a PreForking variant of our Standalone webserver.
>>>>> (currently disabled)
>>>>>     * Applied a patch from Brian Nelson to add better display of
>>>>> "large text"
>>>>>       custom fields.
>>>>>     * The "CreateTicket" widget now supports ticket bodies
>>>>>     * Added Dean Edwards "IE7.js" to make it easier to write
>>>>> cross-browser styles
>>>>>     * Finally killed code duplicated between RT::EmailParser and
>>>>> RT::InterfaceEmail
>>>>>
>>>>>
>>>>> ------------------------------------------------------------------------
>>>>>
>>>>> _______________________________________________
>>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>>>
>>>>> Community help: http://wiki.bestpractical.com
>>>>> Commercial support: sales at bestpractical.com
>>>>>
>>>>>
>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>>       
>>>>>         
>>>> _______________________________________________
>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>>
>>>> Community help: http://wiki.bestpractical.com
>>>> Commercial support: sales at bestpractical.com
>>>>
>>>>
>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>
>>>>     
>>>>       
>>>   
>>>     
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
>>   
>
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com

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From elbertlai at itiva.com  Thu May  8 22:18:34 2008
From: elbertlai at itiva.com (Elbert Lai)
Date: Thu, 8 May 2008 19:18:34 -0700
Subject: [rt-users] Having trouble installing 3.7.85 on fc8
Message-ID: <004901c8b17a$fc8c78d0$6700a8c0@PADepLaptop>

I've been able to get as far as the page that says:

 

You're almost there!

 

You haven't yet configured your webserver to run RT

You appear to have installed RT's web interface correctly, but haven't yet
configured your web server to "run" the RT server which powers the web
interface.

The next step is to edit your webserver's configuration file to instruct it
to use RT's mod_perl, fastcgi or speedycgi handler.

 

I'm trying to configure it to use mod_perl but having no luck so far.

 

Here's my /etc/httpd/conf.d/rt3.conf. As far as I can tell, I'm referring to
mod_perl, and when I restart the httpd daemon, it tells me that mod_perl is
already loaded.

 

I'd appreciate any insight.

 

Thanks,

 

 

>>>>>>>>>>>>>>> 

Alias /rt3 "//opt/rt3/share/html"

 

 

LoadModule perl_module mod_perl.so

 

 

PerlModule Apache::DBI

PerlRequire /usr/sbin/webmux.pl

<Directory /opt/rt3/share/html>

  AllowOverride All

  Options ExecCGI FollowSymLinks

  <IfModule mod_access.c>

    Order allow,deny

    Allow from all

  </IfModule>

</Directory>

 

 

<Location /rt>

  RewriteEngine On

  RedirectMatch permanent (.*)/$ $1/index.html

  AddDefaultCharset UTF-8

  SetHandler perl-script

  PerlHandler RT::Mason

</Location>

 

 

<VirtualHost localhost>

  ServerName localhost

  DocumentRoot /opt/rt3/share/html

  AddDefaultCharset UTF-8

 

 

#  PerlModule Apache2 Apache2::compat

 

 

  PerlModule Apache::DBI

  PerlRequire /usr/sbin/webmux.pl

 

 

  <Location />

      SetHandler perl-script

      PerlHandler RT::Mason

  </Location>

</VirtualHost>

 

Elbert Lai

Network Operations Manager

Itiva Networks

530 Lytton Ave

2nd Floor

Palo Alto, CA 94301

650-521-3403 (cell)

650-560-6125 (fax)

elbertlai at itiva.com

 

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From maurice at iparadigms.com  Thu May  8 22:47:17 2008
From: maurice at iparadigms.com (Maurice Chung)
Date: Thu, 8 May 2008 19:47:17 -0700 (PDT)
Subject: [rt-users] RT 3.6.3;
 how to have queue-specific scrip override global?
In-Reply-To: <6.2.1.2.2.20080505085211.02528d10@mail.sdsu.edu>
Message-ID: <17452768.62771210301237098.JavaMail.root@mail.turnitin.com>

Hi Gene (and Kenneth) -

The global scrip I want to override, executes 'On Create Autoreply To Requestors with template <name_of_our_template>' - which just sends an email on ticket creation.

I created a queue-specific template of the same name as above ("<name_of_our_template>") but rather than sending the reply email with the new, local template version, it doesn't send an email at all.

The one thing I'm wondering if it's the problem, is that the name of the global scrip that's being executed (the one referenced in the first paragraph above) has the same name as the template (both global and local) - could this be an issue?

If this doesn't pan out, we may try installing this patch: 
(bottom of page)
http://page.mi.fu-berlin.de/pape/rt3screenshots/

Thanks again sirs!
maurice
ps. Turning off global scrips and reinstating them for each queue except the one, did occur to me, but seemed so inelegant =)  but I guess in the end if I have to go that route, I shall!

------------------------------------------------------------------
Maurice Chung
JrSysAdmin
iParadigms, LLC - developers of Turnitin and iThenticate
1624 Franklin Street, 7th Floor
Oakland, CA 94612
p +1.510.287.9720 x309
f +1.510.444.1952
e maurice at iparadigms.com

iParadigms, LLC is committed to developing standard-setting,
internet-based tools that protect intellectual property, promote
academic and corporate integrity, and improve overall client
productivity.

The information contained in this message may be privileged and
confidential and protected from disclosure. If the reader of this
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responsible for delivering this message to the intended recipient, you
are hereby notified that any dissemination, distribution or copying of
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----- Original Message -----
From: "Gene LeDuc" <gleduc at mail.sdsu.edu>
To: "Maurice Chung" <maurice at iparadigms.com>
Cc: "rt-users" <rt-users at lists.bestpractical.com>
Sent: Monday, May 5, 2008 9:26:58 AM (GMT-0800) America/Los_Angeles
Subject: Re: [rt-users] RT 3.6.3; how to have queue-specific scrip override global?

Hi Maurice,

If the global scrip is one that sends e-mail and you just want the to send 
a different e-mail, you can create a template of the same name in your 
queue.  Unlike scrips, queue templates override global templates of the 
same name.

If the global scrip doesn't send e-mail (like "On Correspond Open Tickets 
with template Blank") then you can change the condition of the global scrip 
to User Defined and then put the same condition into the Custom Condition 
area, but with an additional check for the queue you want to ignore.  This 
should work fine for a single queue, but it could become very ugly to 
maintain when you start add queues to your list of ones that particular 
scrips shouldn't apply to.  I ended up disabling all global scrips and 
putting what I needed in each queue.

A nice feature for global scrips would be a way of disabling them for 
specific queues - an exceptions list maybe.

Regards,
Gene

At 05:17 PM 5/2/2008, Maurice Chung wrote:
>Hello,
>
>We have a queue-specific scrip that we'd like to override a global scrip 
>with the same conditions; I found this patch: 
>http://page.mi.fu-berlin.de/pape/rt3screenshots/
>but was wondering if there was a way in RT (ver. 3.6.3) that I am not 
>aware of, of doing this?
>
>Looked through the RT Wiki pages on scrips but no dice =)
>
>Thanks all -
>maurice


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 




From chenga at ias.edu  Thu May  8 23:21:19 2008
From: chenga at ias.edu (Alan Cheng)
Date: Thu, 8 May 2008 23:21:19 -0400
Subject: [rt-users] Having trouble installing 3.7.85 on fc8
References: <004901c8b17a$fc8c78d0$6700a8c0@PADepLaptop>
Message-ID: <9E9636B2F6649243B154AB4E53BD530005607432@hecto.itg.ias.edu>

Are there any errors in the RT log?  I found it useful to enable debug in a similar situation like you have:

Try adding the following lines in your RT_SiteConfig.pm if you don't have them yet:

Set($LogToFile , 'debug');
Set($LogDir, '/opt/rt3/var/log');
Set($LogToFileNamed , "rt.log");

File "rt.log" must be writable by your http daemon.

Thanks,

Alan

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com on behalf of Elbert Lai
Sent: Thu 5/8/2008 10:18 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Having trouble installing 3.7.85 on fc8
 
I've been able to get as far as the page that says:

 

You're almost there!

 

You haven't yet configured your webserver to run RT

You appear to have installed RT's web interface correctly, but haven't yet
configured your web server to "run" the RT server which powers the web
interface.

The next step is to edit your webserver's configuration file to instruct it
to use RT's mod_perl, fastcgi or speedycgi handler.

 

I'm trying to configure it to use mod_perl but having no luck so far.

 

Here's my /etc/httpd/conf.d/rt3.conf. As far as I can tell, I'm referring to
mod_perl, and when I restart the httpd daemon, it tells me that mod_perl is
already loaded.

 

I'd appreciate any insight.

 

Thanks,

 

 

>>>>>>>>>>>>>>> 

Alias /rt3 "//opt/rt3/share/html"

 

 

LoadModule perl_module mod_perl.so

 

 

PerlModule Apache::DBI

PerlRequire /usr/sbin/webmux.pl

<Directory /opt/rt3/share/html>

  AllowOverride All

  Options ExecCGI FollowSymLinks

  <IfModule mod_access.c>

    Order allow,deny

    Allow from all

  </IfModule>

</Directory>

 

 

<Location /rt>

  RewriteEngine On

  RedirectMatch permanent (.*)/$ $1/index.html

  AddDefaultCharset UTF-8

  SetHandler perl-script

  PerlHandler RT::Mason

</Location>

 

 

<VirtualHost localhost>

  ServerName localhost

  DocumentRoot /opt/rt3/share/html

  AddDefaultCharset UTF-8

 

 

#  PerlModule Apache2 Apache2::compat

 

 

  PerlModule Apache::DBI

  PerlRequire /usr/sbin/webmux.pl

 

 

  <Location />

      SetHandler perl-script

      PerlHandler RT::Mason

  </Location>

</VirtualHost>

 

Elbert Lai

Network Operations Manager

Itiva Networks

530 Lytton Ave

2nd Floor

Palo Alto, CA 94301

650-521-3403 (cell)

650-560-6125 (fax)

elbertlai at itiva.com

 


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From elbertlai at itiva.com  Fri May  9 04:37:46 2008
From: elbertlai at itiva.com (Elbert Lai)
Date: Fri, 9 May 2008 01:37:46 -0700
Subject: [rt-users] Links issue on 3.7.85 / 3.8 beta2
In-Reply-To: <9E9636B2F6649243B154AB4E53BD530005607432@hecto.itg.ias.edu>
References: <004901c8b17a$fc8c78d0$6700a8c0@PADepLaptop>
	<9E9636B2F6649243B154AB4E53BD530005607432@hecto.itg.ias.edu>
Message-ID: <005c01c8b1af$f529f560$6700a8c0@PADepLaptop>

Is anyone having an issue where linked tickets default to the incorrect
server? When I mouseover the links, instead of defaulting to
http://myserver/Ticket/Display.html?id=xxxx", they default to
http://localhost/Ticket/Display.html?id=xxxx". This only happens with linked
tickets. I can still go to the ticket by clicking on it in the queue, or in
any other Tickets pane. Clicking on them in the links pane, however, ends up
with an error because there is no web server on localhost. This issue can be
repeated from multiple clients, multiple OS'.

 

Any thoughts on why the server is being translated incorrectly?

 

Thanks,

 

Elbert Lai

Network Operations Manager

Itiva Networks

530 Lytton Ave

2nd Floor

Palo Alto, CA 94301

650-521-3403 (cell)

650-560-6125 (fax)

elbertlai at itiva.com

  _____  

From: Alan Cheng [mailto:chenga at ias.edu] 
Sent: Thursday, May 08, 2008 8:21 PM
To: Elbert Lai; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Having trouble installing 3.7.85 on fc8

 

Are there any errors in the RT log?  I found it useful to enable debug in a
similar situation like you have:

Try adding the following lines in your RT_SiteConfig.pm if you don't have
them yet:

Set($LogToFile , 'debug');
Set($LogDir, '/opt/rt3/var/log');
Set($LogToFileNamed , "rt.log");

File "rt.log" must be writable by your http daemon.

Thanks,

Alan

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com on behalf of Elbert Lai
Sent: Thu 5/8/2008 10:18 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Having trouble installing 3.7.85 on fc8

I've been able to get as far as the page that says:



You're almost there!



You haven't yet configured your webserver to run RT

You appear to have installed RT's web interface correctly, but haven't yet
configured your web server to "run" the RT server which powers the web
interface.

The next step is to edit your webserver's configuration file to instruct it
to use RT's mod_perl, fastcgi or speedycgi handler.



I'm trying to configure it to use mod_perl but having no luck so far.



Here's my /etc/httpd/conf.d/rt3.conf. As far as I can tell, I'm referring to
mod_perl, and when I restart the httpd daemon, it tells me that mod_perl is
already loaded.



I'd appreciate any insight.



Thanks,





>>>>>>>>>>>>>>>

Alias /rt3 "//opt/rt3/share/html"





LoadModule perl_module mod_perl.so





PerlModule Apache::DBI

PerlRequire /usr/sbin/webmux.pl

<Directory /opt/rt3/share/html>

  AllowOverride All

  Options ExecCGI FollowSymLinks

  <IfModule mod_access.c>

    Order allow,deny

    Allow from all

  </IfModule>

</Directory>





<Location /rt>

  RewriteEngine On

  RedirectMatch permanent (.*)/$ $1/index.html

  AddDefaultCharset UTF-8

  SetHandler perl-script

  PerlHandler RT::Mason

</Location>





<VirtualHost localhost>

  ServerName localhost

  DocumentRoot /opt/rt3/share/html

  AddDefaultCharset UTF-8





#  PerlModule Apache2 Apache2::compat





  PerlModule Apache::DBI

  PerlRequire /usr/sbin/webmux.pl





  <Location />

      SetHandler perl-script

      PerlHandler RT::Mason

  </Location>

</VirtualHost>



Elbert Lai

Network Operations Manager

Itiva Networks

530 Lytton Ave

2nd Floor

Palo Alto, CA 94301

650-521-3403 (cell)

650-560-6125 (fax)

elbertlai at itiva.com





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From mike.peachey at jennic.com  Fri May  9 04:41:47 2008
From: mike.peachey at jennic.com (Mike Peachey)
Date: Fri, 09 May 2008 09:41:47 +0100
Subject: [rt-users] RT-Originator Header
Message-ID: <48240E4B.4090309@jennic.com>

Does anyone know what the current state of this header is? Looking back 
at the list archive it looks like it might have been used in loop 
prevention at some point, but looking at the code, I can't see any 
evidence of that now (3.6.1-3.6.6).

Obviously this leads to the question, can I safely remove the setting of 
the header from my local SendEmail.pm without trashing Loop Prevention 
or anything else?
-- 
Kind Regards,

__________________________________________________

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
__________________________________________________


From rt3 at floorverschure.com  Fri May  9 07:28:57 2008
From: rt3 at floorverschure.com (Floor Verschure)
Date: Fri, 09 May 2008 13:28:57 +0200
Subject: [rt-users] creating export of tickets with comments
Message-ID: <20080509132857.b3cnrfcy3jwg8k44@webmail.floorverschure.com>

  Hello,

I am trying to make an export of all tickets in a queue using an
SQL-query. I've succeeded in creating a query including all custom
fields (see below).

In addition I also need all the comments with the tickets. Is there a  
way to do this and put them in a .csv or excell?

Greetings, Floor Verschure

////////////////////////////////////////////////////////////////////////

   SELECT t.id, t.subject, t.priority, t.created, t.status,
t.resolved, c37.content AS 'Eneco Ref. Nr.',c40.content AS 'Aspective
Ref. Nr.' , c38.content AS 'Downtime',c39.content AS 'Workaround'

FROM Tickets t

LEFT JOIN TicketCustomFieldValues c38 ON (t.id = c38.ticket AND
c38.customfield = 38)
LEFT JOIN TicketCustomFieldValues c37 ON (t.id = c37.ticket AND
c37.customfield = 37)
LEFT JOIN TicketCustomFieldValues c39 ON (t.id = c39.ticket AND
c39.customfield = 39)
LEFT JOIN TicketCustomFieldValues c40 ON (t.id = c40.ticket AND
c40.customfield = 40)

WHERE t.Queue=44

///////////////////////////////////////////////////////////////////////



From mike.peachey at jennic.com  Fri May  9 08:36:38 2008
From: mike.peachey at jennic.com (Mike Peachey)
Date: Fri, 09 May 2008 13:36:38 +0100
Subject: [rt-users] RT-Originator Header
In-Reply-To: <FE38C7B4-4963-4E6C-8D1F-14D65690B744@bestpractical.com>
References: <48240E4B.4090309@jennic.com>
	<FE38C7B4-4963-4E6C-8D1F-14D65690B744@bestpractical.com>
Message-ID: <48244556.8030209@jennic.com>

Jesse Vincent wrote:
> It shouldn't have anything to do with loop prevention and should be safe 
> to remove.

Thanks -- just wanted to make sure.
-- 
Kind Regards,

__________________________________________________

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
__________________________________________________


From jboris at adphila.org  Fri May  9 08:41:18 2008
From: jboris at adphila.org (John  BORIS)
Date: Fri, 09 May 2008 08:41:18 -0400
Subject: [rt-users] Having trouble installing 3.7.85 on fc8
Message-ID: <48240E2F0200002B00054C3D@gw1.adphila.org>

Is this a typo?

Alias /rt3 "//opt/rt3/share/html"


Shouldn't that read

Alias /rt3 "/opt/rt3/share/html"


John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
222 North 17th Street
Philadelphia, Pa. 19103
Tel: 215-965-1714
Fax: 215-587-3525
"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"
>>> "Alan Cheng" <chenga at ias.edu> 05/08/08 11:21 PM >>>
Are there any errors in the RT log?  I found it useful to enable debug
in a similar situation like you have:

Try adding the following lines in your RT_SiteConfig.pm if you don't
have them yet:

Set($LogToFile , 'debug');
Set($LogDir, '/opt/rt3/var/log');
Set($LogToFileNamed , "rt.log");

File "rt.log" must be writable by your http daemon.

Thanks,

Alan

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com on behalf of Elbert Lai
Sent: Thu 5/8/2008 10:18 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Having trouble installing 3.7.85 on fc8
 
I've been able to get as far as the page that says:

 

You're almost there!

 

You haven't yet configured your webserver to run RT

You appear to have installed RT's web interface correctly, but haven't
yet
configured your web server to "run" the RT server which powers the web
interface.

The next step is to edit your webserver's configuration file to instruct
it
to use RT's mod_perl, fastcgi or speedycgi handler.

 

I'm trying to configure it to use mod_perl but having no luck so far.

 

Here's my /etc/httpd/conf.d/rt3.conf. As far as I can tell, I'm
referring to
mod_perl, and when I restart the httpd daemon, it tells me that mod_perl
is
already loaded.

 

I'd appreciate any insight.

 

Thanks,

 

 

>>>>>>>>>>>>>>> 

Alias /rt3 "//opt/rt3/share/html"

 

 

LoadModule perl_module mod_perl.so

 

 

PerlModule Apache::DBI

PerlRequire /usr/sbin/webmux.pl

<Directory /opt/rt3/share/html>

  AllowOverride All

  Options ExecCGI FollowSymLinks

  <IfModule mod_access.c>

    Order allow,deny

    Allow from all

  </IfModule>

</Directory>

 

 

<Location /rt>

  RewriteEngine On

  RedirectMatch permanent (.*)/$ $1/index.html

  AddDefaultCharset UTF-8

  SetHandler perl-script

  PerlHandler RT::Mason

</Location>

 

 

<VirtualHost localhost>

  ServerName localhost

  DocumentRoot /opt/rt3/share/html

  AddDefaultCharset UTF-8

 

 

#  PerlModule Apache2 Apache2::compat

 

 

  PerlModule Apache::DBI

  PerlRequire /usr/sbin/webmux.pl

 

 

  <Location />

      SetHandler perl-script

      PerlHandler RT::Mason

  </Location>

</VirtualHost>

 

Elbert Lai

Network Operations Manager

Itiva Networks

530 Lytton Ave

2nd Floor

Palo Alto, CA 94301

650-521-3403 (cell)

650-560-6125 (fax)

elbertlai at itiva.com

 





From racinejp at vianet.ca  Fri May  9 09:28:36 2008
From: racinejp at vianet.ca (J.P. Racine)
Date: Fri, 09 May 2008 09:28:36 -0400
Subject: [rt-users] Upgrade problem.
In-Reply-To: <20080508221438.524854D80A1@diesel.bestpractical.com>
References: <20080508221438.524854D80A1@diesel.bestpractical.com>
Message-ID: <48245184.7060508@vianet.ca>

I'm using 1.53-1 from sources found at.

http://packages.debian.org/lenny/libdbix-searchbuilder-perl

Jesse Vincent wrote:
> Are you current on DBIX::SearchBuilder?
>
> ------- Original message -------
> From: J.P. Racine <racinejp at vianet.ca>
> Sent: 5-8-'08,  15:51
>
>   
>> Greetings,
>>
>> I've just upgraded an RT installation from 3.4.4 to 3.6.6 and found that 
>> although the schema hasn't changed that there are some SQL queries that 
>> seem to behave strangely.  The database is about 9 gigs in size and is 
>> runing on mysql 5 ( mysql-server-5.0 debian package 5.0.51a-3~bpo40+1 ).
>>
>> After the upgrade we noticed some strange behavior when trying to view a 
>> ticket that was in a resolved state.  The query below was called when 
>> the problem occured and and seem to return *all* resolved tickets and 
>> that was a bit to much for the memory of the system to handle. 
>>
>> http://hostname.domain.com/Ticket/Display.html?id=123456
>>
>> SELECT main.* FROM Tickets main  WHERE (main.Status != 'deleted') AND 
>> (main.Status = 'resolved') AND (main.EffectiveId
>> = main.id) AND (main.Type = 'ticket')  ORDER BY main.id ASC
>>
>> The same database is running fine ( albeit a bit slow ) with a 
>> production 3.4.4 install. Any pointers or suggestions to remedy this 
>> problem would be appreciated.  I just don't see why there is a query 
>> with no limit for no apparent reason returning unlimited results.
>>
>> Thanks,
>>
>> JP
>>
>>
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
>>
>>     
>
>
>
>   



From jboris at adphila.org  Fri May  9 09:35:16 2008
From: jboris at adphila.org (John  BORIS)
Date: Fri, 09 May 2008 09:35:16 -0400
Subject: [rt-users] Changing Owner
Message-ID: <48241AD50200002B00054C9A@gw1.adphila.org>

I am running RT 3.6.6.  I want to change some owners of tickets but the
drop down box doesn't have the user I want to give it to. How does the
owner field drop down list get populated?

Or how does one change the owner of a ticket?
TIA

John Boris



From mike.peachey at jennic.com  Fri May  9 09:38:45 2008
From: mike.peachey at jennic.com (Mike Peachey)
Date: Fri, 09 May 2008 14:38:45 +0100
Subject: [rt-users] Changing Owner
In-Reply-To: <48241AD50200002B00054C9A@gw1.adphila.org>
References: <48241AD50200002B00054C9A@gw1.adphila.org>
Message-ID: <482453E5.6050901@jennic.com>

John BORIS wrote:
> I am running RT 3.6.6.  I want to change some owners of tickets but the
> drop down box doesn't have the user I want to give it to. How does the
> owner field drop down list get populated?
> 
> Or how does one change the owner of a ticket?

I believe the box is populated with all users who are in the Privileged 
group who have the "OwnTicket" permission for the queue.

-- 
Kind Regards,

__________________________________________________

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
__________________________________________________


From jmoseley at corp.xanadoo.com  Fri May  9 09:41:56 2008
From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com)
Date: Fri, 9 May 2008 08:41:56 -0500
Subject: [rt-users] Changing Owner
In-Reply-To: <48241AD50200002B00054C9A@gw1.adphila.org>
Message-ID: <OFBB9D6669.64DF5E0E-ON86257444.004B232B-86257444.004B3DE6@pgtv.com>

First, you have to add the user if they don't already exist.  Next, you
have to make sure that user has appropriate permissions to the queue the
ticket is in.


James Moseley




                                                                           
             "John  BORIS"                                                 
             <jboris at adphila.o                                             
             rg>                                                        To 
             Sent by:                  <rt-users at lists.bestpractical.com>  
             rt-users-bounces@                                          cc 
             lists.bestpractic                                             
             al.com                                                Subject 
                                       [rt-users] Changing Owner           
                                                                           
             05/09/2008 08:35                                              
             AM                                                            
                                                                           
                                                                           
                                                                           




I am running RT 3.6.6.  I want to change some owners of tickets but the
drop down box doesn't have the user I want to give it to. How does the
owner field drop down list get populated?

Or how does one change the owner of a ticket?
TIA

John Boris

_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com




From ruz at bestpractical.com  Fri May  9 10:17:14 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 9 May 2008 18:17:14 +0400
Subject: [rt-users] Upgrade problem.
In-Reply-To: <482359C9.2090508@vianet.ca>
References: <482359C9.2090508@vianet.ca>
Message-ID: <589c94400805090717l257cb40fs6e3c29d4941d3835@mail.gmail.com>

I think it's related to different handling of Rows attribute of a
saved search in 3.4 and 3.6. In 3.6 those are unlimited what me be
desired in some cases. Check that all saved searches have correct
number of rows. For searches on the at glance page use Edit link then
another link to edit it for all users, check value and save search.

On Thu, May 8, 2008 at 11:51 PM, J.P. Racine <racinejp at vianet.ca> wrote:
> Greetings,
>
> I've just upgraded an RT installation from 3.4.4 to 3.6.6 and found that
> although the schema hasn't changed that there are some SQL queries that
> seem to behave strangely.  The database is about 9 gigs in size and is
> runing on mysql 5 ( mysql-server-5.0 debian package 5.0.51a-3~bpo40+1 ).
>
> After the upgrade we noticed some strange behavior when trying to view a
> ticket that was in a resolved state.  The query below was called when
> the problem occured and and seem to return *all* resolved tickets and
> that was a bit to much for the memory of the system to handle.
>
> http://hostname.domain.com/Ticket/Display.html?id=123456
>
> SELECT main.* FROM Tickets main  WHERE (main.Status != 'deleted') AND
> (main.Status = 'resolved') AND (main.EffectiveId
> = main.id) AND (main.Type = 'ticket')  ORDER BY main.id ASC
>
> The same database is running fine ( albeit a bit slow ) with a
> production 3.4.4 install. Any pointers or suggestions to remedy this
> problem would be appreciated.  I just don't see why there is a query
> with no limit for no apparent reason returning unlimited results.
>
> Thanks,
>
> JP
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From jboris at adphila.org  Fri May  9 10:56:11 2008
From: jboris at adphila.org (John  BORIS)
Date: Fri, 09 May 2008 10:56:11 -0400
Subject: [rt-users] Changing Owner
Message-ID: <48242DCB0200002B00054D04@gw1.adphila.org>

Hmm!  I thought this user had that permission already. I will look into
that.

Thanks

>>> <jmoseley at corp.xanadoo.com> 05/09/08 9:41 AM >>>
First, you have to add the user if they don't already exist.  Next, you
have to make sure that user has appropriate permissions to the queue the
ticket is in.


James Moseley




                                                                        
  
             "John  BORIS"                                              
  
             <jboris at adphila.o                                          
  
             rg>                                                       
To 
             Sent by:                 
<rt-users at lists.bestpractical.com>  
             rt-users-bounces@                                         
cc 
             lists.bestpractic                                          
  
             al.com                                               
Subject 
                                       [rt-users] Changing Owner        
  
                                                                        
  
             05/09/2008 08:35                                           
  
             AM                                                         
  
                                                                        
  
                                                                        
  
                                                                        
  




I am running RT 3.6.6.  I want to change some owners of tickets but the
drop down box doesn't have the user I want to give it to. How does the
owner field drop down list get populated?

Or how does one change the owner of a ticket?
TIA

John Boris

_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com





From chenga at ias.edu  Fri May  9 11:01:39 2008
From: chenga at ias.edu (Alan Cheng)
Date: Fri, 09 May 2008 11:01:39 -0400
Subject: [rt-users] Links issue on 3.7.85 / 3.8 beta2
In-Reply-To: <005c01c8b1af$f529f560$6700a8c0@PADepLaptop>
References: <004901c8b17a$fc8c78d0$6700a8c0@PADepLaptop>
	<9E9636B2F6649243B154AB4E53BD530005607432@hecto.itg.ias.edu>
	<005c01c8b1af$f529f560$6700a8c0@PADepLaptop>
Message-ID: <48246753.8030404@ias.edu>

If you go to "Configuration" -> "Tools" -> "System Configuration", you 
should be able to see all the loaded perl modules and RT variables.

RT::WebBaseURL
RT::WebURL

Does either one say "localhost"?

I can't remember which one does what, but I put the following two in my 
RT_SiteConfig.pm:

Set($WebURL, 'http://myserver.fqdn/');
Set($WebBaseURL, 'http://myserver.fqdn/');


Thanks,

Alan

Elbert Lai wrote:
>
> Is anyone having an issue where linked tickets default to the 
> incorrect server? When I mouseover the links, instead of defaulting to 
> http://myserver/Ticket/Display.html?id=xxxx?, they default to 
> http://localhost/Ticket/Display.html?id=xxxx?. This only happens with 
> linked tickets. I can still go to the ticket by clicking on it in the 
> queue, or in any other Tickets pane. Clicking on them in the links 
> pane, however, ends up with an error because there is no web server on 
> localhost. This issue can be repeated from multiple clients, multiple OS?.
>
>  
>
> Any thoughts on why the server is being translated incorrectly?
>
>  
>
> Thanks,
>
>  
>
> **/Elbert Lai/**
>
> /*/Network Operations Manager/*/
>
> //Itiva Networks//
>
> //530 Lytton Ave//
>
> //2nd Floor//
>
> //Palo Alto////, CA 94301//
>
> **650-521-3403 (cell)**
>
> **650-560-6125 (fax)**
>
> _elbertlai at itiva.com_
>
> ------------------------------------------------------------------------
>
> *From:* Alan Cheng [mailto:chenga at ias.edu]
> *Sent:* Thursday, May 08, 2008 8:21 PM
> *To:* Elbert Lai; rt-users at lists.bestpractical.com
> *Subject:* RE: [rt-users] Having trouble installing 3.7.85 on fc8
>
>  
>
> Are there any errors in the RT log?  I found it useful to enable debug 
> in a similar situation like you have:
>
> Try adding the following lines in your RT_SiteConfig.pm if you don't 
> have them yet:
>
> Set($LogToFile , 'debug');
> Set($LogDir, '/opt/rt3/var/log');
> Set($LogToFileNamed , "rt.log");
>
> File "rt.log" must be writable by your http daemon.
>
> Thanks,
>
> Alan
>
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com on behalf of Elbert Lai
> Sent: Thu 5/8/2008 10:18 PM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Having trouble installing 3.7.85 on fc8
>
> I've been able to get as far as the page that says:
>
>
>
> You're almost there!
>
>
>
> You haven't yet configured your webserver to run RT
>
> You appear to have installed RT's web interface correctly, but haven't yet
> configured your web server to "run" the RT server which powers the web
> interface.
>
> The next step is to edit your webserver's configuration file to 
> instruct it
> to use RT's mod_perl, fastcgi or speedycgi handler.
>
>
>
> I'm trying to configure it to use mod_perl but having no luck so far.
>
>
>
> Here's my /etc/httpd/conf.d/rt3.conf. As far as I can tell, I'm 
> referring to
> mod_perl, and when I restart the httpd daemon, it tells me that 
> mod_perl is
> already loaded.
>
>
>
> I'd appreciate any insight.
>
>
>
> Thanks,
>
>
>
>
>
> >>>>>>>>>>>>>>>
>
> Alias /rt3 "//opt/rt3/share/html"
>
>
>
>
>
> LoadModule perl_module mod_perl.so
>
>
>
>
>
> PerlModule Apache::DBI
>
> PerlRequire /usr/sbin/webmux.pl
>
> <Directory /opt/rt3/share/html>
>
>   AllowOverride All
>
>   Options ExecCGI FollowSymLinks
>
>   <IfModule mod_access.c>
>
>     Order allow,deny
>
>     Allow from all
>
>   </IfModule>
>
> </Directory>
>
>
>
>
>
> <Location /rt>
>
>   RewriteEngine On
>
>   RedirectMatch permanent (.*)/$ $1/index.html
>
>   AddDefaultCharset UTF-8
>
>   SetHandler perl-script
>
>   PerlHandler RT::Mason
>
> </Location>
>
>
>
>
>
> <VirtualHost localhost>
>
>   ServerName localhost
>
>   DocumentRoot /opt/rt3/share/html
>
>   AddDefaultCharset UTF-8
>
>
>
>
>
> #  PerlModule Apache2 Apache2::compat
>
>
>
>
>
>   PerlModule Apache::DBI
>
>   PerlRequire /usr/sbin/webmux.pl
>
>
>
>
>
>   <Location />
>
>       SetHandler perl-script
>
>       PerlHandler RT::Mason
>
>   </Location>
>
> </VirtualHost>
>
>
>
> Elbert Lai
>
> Network Operations Manager
>
> Itiva Networks
>
> 530 Lytton Ave
>
> 2nd Floor
>
> Palo Alto, CA 94301
>
> 650-521-3403 (cell)
>
> 650-560-6125 (fax)
>
> elbertlai at itiva.com
>
>
>



From gleduc at mail.sdsu.edu  Fri May  9 11:14:21 2008
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Fri, 09 May 2008 08:14:21 -0700
Subject: [rt-users] RT 3.6.3;
 how to have queue-specific scrip  override global?
In-Reply-To: <17452768.62771210301237098.JavaMail.root@mail.turnitin.com
 >
References: <6.2.1.2.2.20080505085211.02528d10@mail.sdsu.edu>
	<17452768.62771210301237098.JavaMail.root@mail.turnitin.com>
Message-ID: <6.2.1.2.2.20080509080929.02480340@mail.sdsu.edu>

Maurice, you want the queue template to have the same name as the global 
template - that's how you can get away with using a single global 
scrip.  When RT is told to use a global template, it checks first to see if 
there's one in the active queue with the same name and, if it finds one, 
uses it instead.

Make sure that you have a blank line as the first line in the template.  If 
you don't, the template probably won't produce anything.

Gene

At 07:47 PM 5/8/2008, Maurice Chung wrote:
>Hi Gene (and Kenneth) -
>
>The global scrip I want to override, executes 'On Create Autoreply To 
>Requestors with template <name_of_our_template>' - which just sends an 
>email on ticket creation.
>
>I created a queue-specific template of the same name as above 
>("<name_of_our_template>") but rather than sending the reply email with 
>the new, local template version, it doesn't send an email at all.
>
>The one thing I'm wondering if it's the problem, is that the name of the 
>global scrip that's being executed (the one referenced in the first 
>paragraph above) has the same name as the template (both global and local) 
>- could this be an issue?
>
>If this doesn't pan out, we may try installing this patch:
>(bottom of page)
>http://page.mi.fu-berlin.de/pape/rt3screenshots/
>
>Thanks again sirs!
>maurice
>ps. Turning off global scrips and reinstating them for each queue except 
>the one, did occur to me, but seemed so inelegant =)  but I guess in the 
>end if I have to go that route, I shall!
>
>
>----- Original Message -----
>From: "Gene LeDuc" <gleduc at mail.sdsu.edu>
>To: "Maurice Chung" <maurice at iparadigms.com>
>Cc: "rt-users" <rt-users at lists.bestpractical.com>
>Sent: Monday, May 5, 2008 9:26:58 AM (GMT-0800) America/Los_Angeles
>Subject: Re: [rt-users] RT 3.6.3; how to have queue-specific scrip 
>override global?
>
>Hi Maurice,
>
>If the global scrip is one that sends e-mail and you just want the to send
>a different e-mail, you can create a template of the same name in your
>queue.  Unlike scrips, queue templates override global templates of the
>same name.
>
>If the global scrip doesn't send e-mail (like "On Correspond Open Tickets
>with template Blank") then you can change the condition of the global scrip
>to User Defined and then put the same condition into the Custom Condition
>area, but with an additional check for the queue you want to ignore.  This
>should work fine for a single queue, but it could become very ugly to
>maintain when you start add queues to your list of ones that particular
>scrips shouldn't apply to.  I ended up disabling all global scrips and
>putting what I needed in each queue.
>
>A nice feature for global scrips would be a way of disabling them for
>specific queues - an exceptions list maybe.
>
>Regards,
>Gene
>
>At 05:17 PM 5/2/2008, Maurice Chung wrote:
> >Hello,
> >
> >We have a queue-specific scrip that we'd like to override a global scrip
> >with the same conditions; I found this patch:
> >http://page.mi.fu-berlin.de/pape/rt3screenshots/
> >but was wondering if there was a way in RT (ver. 3.6.3) that I am not
> >aware of, of doing this?
> >
> >Looked through the RT Wiki pages on scrips but no dice =)
> >
> >Thanks all -
> >maurice


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 



From bartosz.cisek at pwr.wroc.pl  Fri May  9 10:38:41 2008
From: bartosz.cisek at pwr.wroc.pl (Bartosz Cisek)
Date: Fri, 09 May 2008 16:38:41 +0200
Subject: [rt-users] LDAP integration
Message-ID: <482461F1.1050805@pwr.edu.pl>

Hello,

I try to integrate RT with LDAP. After reading several earlier topics I 
didn't manage to solve my problem and it seems that my issue is different.

[Fri May  9 13:59:40 2008] [warning]: Transaction->Create couldn't, as 
you didn't specify an object type and id 
(/usr/lib/perl5/vendor_perl/5.8.8/RT/Record.pm:1481)
[Fri May  9 13:59:40 2008] [debug]: RT::User::IsExternalPassword Trying 
External authentication (/usr/local/lib/rt3/lib/RT/User_Vendor.pm:52)
[Fri May  9 13:59:40 2008] [debug]: Attempting to use external auth 
service: My_LDAP (/usr/local/lib/rt3/lib/RT/User_Vendor.pm:63)
[Fri May  9 13:59:40 2008] [debug]: LDAP Search ===  Base: o=pracownicy 
== Filter: (&(uid=bartosz.cisek)(objectClass=inetmailuser)) == Attrs: dn 
(/usr/local/lib/rt3/lib/RT/User_Vendor.pm:187)
[Fri May  9 13:59:40 2008] [debug]: Found LDAP DN: 
uid=bartosz.cisek,ou=People, o=pwr.wroc.pl, o=pracownicy 
(/usr/local/lib/rt3/lib/RT/User_Vendor.pm:219)
[Fri May  9 13:59:40 2008] [info]: RT::User::IsExternalPassword External 
Auth OK ( My_LDAP ): bartosz.cisek 
(/usr/local/lib/rt3/lib/RT/User_Vendor.pm:283)
[Fri May  9 13:59:40 2008] [debug]: RT::User::IsPassword External auth 
SUCCEEDED (/usr/local/lib/rt3/lib/RT/User_Vendor.pm:362)
[Fri May  9 13:59:40 2008] [debug]: RT::User::CanonicalizeUserInfo 
called by RT::User /usr/lib/perl5/vendor_perl/5.8.8/RT/User_Overlay.pm 
192 with: Disabled: 0, EmailAddress: , Gecos: bartosz.cisek, Name: 
bartosz.cisek, Privileged: 0 (/usr/local/lib/rt3/lib/RT/User_Vendor.pm:402)
[Fri May  9 13:59:40 2008] [debug]: Attempting to get user info using 
this external service: My_LDAP 
(/usr/local/lib/rt3/lib/RT/User_Vendor.pm:410)
[Fri May  9 13:59:40 2008] [debug]: Attempting to use this 
canonicalization key: uid (/usr/local/lib/rt3/lib/RT/User_Vendor.pm:419)
[Fri May  9 13:59:40 2008] [info]: RT::User::CanonicalizeUserInfo 
returning Disabled: 0, EmailAddress: , Gecos: bartosz.cisek, Name: 
bartosz.cisek, Privileged: 0 (/usr/local/lib/rt3/lib/RT/User_Vendor.pm:446)
[Fri May  9 13:59:40 2008] [warning]: Use of uninitialized value in join 
or string at /usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch.pm line 22. 
(/usr/share/rt3/html/Callbacks/ExternalAuth/autohandler/Auth:50)
[Fri May  9 13:59:40 2008] [info]: Autocreated authenticated user 
bartosz.cisek (  ) 
(/usr/share/rt3/html/Callbacks/ExternalAuth/autohandler/Auth:50)

It authenticates properly, but user receives invalid login/pass web 
page. Strange is that 'gecos' and 'name' are fetched from LDAP 
correctly, but 'EmailAddress' is not. 'Gecos' mapping is commented out 
in config file, strange.

I also don't know how 'Disabled' and 'Privileged' fileds are set.

Here is my LDAP entry:

# base <o=pracownicy> with scope subtree
# filter: uid=bartosz.cisek
# requesting: ALL

# bartosz.cisek, People, pwr.wroc.pl, pracownicy
dn: uid=bartosz.cisek,ou=People, o=pwr.wroc.pl, o=pracownicy
objectClass: top
objectClass: person
objectClass: organizationalPerson
objectClass: inetorgperson
objectClass: inetUser
objectClass: inetSubscriber
objectClass: ipUser
objectClass: nsManagedPerson
objectClass: inetmailuser
objectClass: inetlocalmailrecipient
objectClass: userpresenceprofile
objectClass: icsCalendarUser
objectClass: smsGwPerson
cn:: QmFydG9zeiBDaXNlayA=
uid: bartosz.cisek
givenName: Bartosz
sn: Cisek
mail: bartosz.cisek [at] pwr.wroc.pl
userPassword:: {hidden}
departmentNumber: SKP

RT_SiteConfig.pm

Set( $rtname, 'cerber.pwr.wroc.pl');
Set( $Organization , "Politechnika Wroc?awska");
Set( $Timezone , 'Europe/Warsaw');
Set( $WebBaseURL , "http://cerber.pwr.wroc.pl");
Set( $WebPath , "/rt3");

Set($DatabaseType , 'Pg');
Set($DatabaseHost   , '172.17.x.x');
Set($DatabaseRTHost , '172.17.x.x');
Set($DatabaseUser , 'rt3_user');
Set($DatabasePassword , '{hidden}');
Set($DatabaseName , 'rt3');

Set($OwnerEmail , 'bartosz.cisek [at] pwr.wroc.pl');

Set($RTAddressRegexp , '^rt\@pwr.wroc.pl$');
Set($ExternalAuthPriority,  [   'My_LDAP' ]);
Set($ExternalInfoPriority,  [   'My_LDAP' ]);
Set($ExternalServiceUsesSSLorTLS,    0);
Set($AutoCreateNonExternalUsers,    0);
Set($ExternalSettings,      {   # AN EXAMPLE LDAP SERVICE
                                 'My_LDAP'       =>  {   ## GENERIC SECTION
                                                         # The type of 
service (db/ldap/cookie)
                                                         'type' 
              =>  'ldap',
                                                         # Should the 
service be used for authentication?
                                                         'auth' 
              =>  1,
                                                         # Should the 
service be used for information?
                                                         'info' 
              =>  1,
                                                         # The server 
hosting the service
                                                         'server' 
              =>  'student.pwr.wroc.pl',
                                                         ## 
SERVICE-SPECIFIC SECTION
                                                         # If you can 
bind to your LDAP server anonymously you should
                                                         'user' 
              =>  'uid=mudl-skp,ou=People,o=pracownicy',
                                                         'pass' 
            =>  '.mudl.',
                                                         'base' 
              =>  'o=pracownicy',
                                                         'filter' 
              =>  '(objectClass=inetmailuser)',
                                                         'tls' 
              =>  0,
                                                         'net_ldap_args' 
             => [    version =>  3   ],
 
'attr_match_list'           => [    'uid'
 
                  ],
                                                         'attr_map' 
              =>  {   'Name' => 'uid',
 
                      'EmailAddress' => 'mail',
 
                      'Organization' => 'departmentNumber',
 
                      'RealName' => 'cn',
 
                      'ExternalAuthId' => 'uid'
                                                         # 
                      'Gecos' => 'cn',
                                                         # 
                       'WorkPhone' => 'telephoneNumber',
                                                         # 
                       'Address1' => 'streetAddress',
                                                         # 
                       'City' => 'l',
                                                         # 
                       'State' => 'st',
                                                         # 
                       'Zip' => 'postalCode',
                                                         # 
                       'Country' => 'co'
 
                  }
                                                     }
                                 }
);

Thanks in advance for any help.

best regards,

Bartosz Cisek

-- 
Bartosz Cisek <bartosz.cisek [at] pwr.wroc.pl>
tel.: +48 71 320 45 60



From chenga at ias.edu  Fri May  9 11:45:09 2008
From: chenga at ias.edu (Alan Cheng)
Date: Fri, 09 May 2008 11:45:09 -0400
Subject: [rt-users] LDAP integration
In-Reply-To: <482461F1.1050805@pwr.edu.pl>
References: <482461F1.1050805@pwr.edu.pl>
Message-ID: <48247185.1050703@ias.edu>

I would like to add the information back to the mailing list.  Earlier 
this week I communicated with Mike Peachey directly because I wasn't on 
RT-User mailing list yet.  I ran into the very same problem against Sun 
Directory Server 5.2 Q4.

Bartosz - out of my curiosity, what LDAP backend are you using?

>>Alan Cheng wrote:
>> Hi Mike,
>> 
>> [Mon May  5 17:54:28 2008] [info]: Autocreated authenticated user acheng 
>> (  ) (/usr/local/rt3/share/html/Callbacks/ExternalAuth/autohandler/Auth:50)

>This is the problem, but I'm not sure why. It is something I will work 
>on when I get the time to do it. The parenthesis should contain a new 
>Principle ID, but for some reason it doesn't.
>-- 
>Kind Regards,


Thanks,

Alan

Bartosz Cisek wrote:
> Hello,
>
> I try to integrate RT with LDAP. After reading several earlier topics I 
> didn't manage to solve my problem and it seems that my issue is different.
>
> [Fri May  9 13:59:40 2008] [warning]: Transaction->Create couldn't, as 
> you didn't specify an object type and id 
> (/usr/lib/perl5/vendor_perl/5.8.8/RT/Record.pm:1481)
> [Fri May  9 13:59:40 2008] [debug]: RT::User::IsExternalPassword Trying 
> External authentication (/usr/local/lib/rt3/lib/RT/User_Vendor.pm:52)
> [Fri May  9 13:59:40 2008] [debug]: Attempting to use external auth 
> service: My_LDAP (/usr/local/lib/rt3/lib/RT/User_Vendor.pm:63)
> [Fri May  9 13:59:40 2008] [debug]: LDAP Search ===  Base: o=pracownicy 
> == Filter: (&(uid=bartosz.cisek)(objectClass=inetmailuser)) == Attrs: dn 
> (/usr/local/lib/rt3/lib/RT/User_Vendor.pm:187)
> [Fri May  9 13:59:40 2008] [debug]: Found LDAP DN: 
> uid=bartosz.cisek,ou=People, o=pwr.wroc.pl, o=pracownicy 
> (/usr/local/lib/rt3/lib/RT/User_Vendor.pm:219)
> [Fri May  9 13:59:40 2008] [info]: RT::User::IsExternalPassword External 
> Auth OK ( My_LDAP ): bartosz.cisek 
> (/usr/local/lib/rt3/lib/RT/User_Vendor.pm:283)
> [Fri May  9 13:59:40 2008] [debug]: RT::User::IsPassword External auth 
> SUCCEEDED (/usr/local/lib/rt3/lib/RT/User_Vendor.pm:362)
> [Fri May  9 13:59:40 2008] [debug]: RT::User::CanonicalizeUserInfo 
> called by RT::User /usr/lib/perl5/vendor_perl/5.8.8/RT/User_Overlay.pm 
> 192 with: Disabled: 0, EmailAddress: , Gecos: bartosz.cisek, Name: 
> bartosz.cisek, Privileged: 0 (/usr/local/lib/rt3/lib/RT/User_Vendor.pm:402)
> [Fri May  9 13:59:40 2008] [debug]: Attempting to get user info using 
> this external service: My_LDAP 
> (/usr/local/lib/rt3/lib/RT/User_Vendor.pm:410)
> [Fri May  9 13:59:40 2008] [debug]: Attempting to use this 
> canonicalization key: uid (/usr/local/lib/rt3/lib/RT/User_Vendor.pm:419)
> [Fri May  9 13:59:40 2008] [info]: RT::User::CanonicalizeUserInfo 
> returning Disabled: 0, EmailAddress: , Gecos: bartosz.cisek, Name: 
> bartosz.cisek, Privileged: 0 (/usr/local/lib/rt3/lib/RT/User_Vendor.pm:446)
> [Fri May  9 13:59:40 2008] [warning]: Use of uninitialized value in join 
> or string at /usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch.pm line 22. 
> (/usr/share/rt3/html/Callbacks/ExternalAuth/autohandler/Auth:50)
> [Fri May  9 13:59:40 2008] [info]: Autocreated authenticated user 
> bartosz.cisek (  ) 
> (/usr/share/rt3/html/Callbacks/ExternalAuth/autohandler/Auth:50)
>
> It authenticates properly, but user receives invalid login/pass web 
> page. Strange is that 'gecos' and 'name' are fetched from LDAP 
> correctly, but 'EmailAddress' is not. 'Gecos' mapping is commented out 
> in config file, strange.
>
> I also don't know how 'Disabled' and 'Privileged' fileds are set.
>
> Here is my LDAP entry:
>
> # base <o=pracownicy> with scope subtree
> # filter: uid=bartosz.cisek
> # requesting: ALL
>
> # bartosz.cisek, People, pwr.wroc.pl, pracownicy
> dn: uid=bartosz.cisek,ou=People, o=pwr.wroc.pl, o=pracownicy
> objectClass: top
> objectClass: person
> objectClass: organizationalPerson
> objectClass: inetorgperson
> objectClass: inetUser
> objectClass: inetSubscriber
> objectClass: ipUser
> objectClass: nsManagedPerson
> objectClass: inetmailuser
> objectClass: inetlocalmailrecipient
> objectClass: userpresenceprofile
> objectClass: icsCalendarUser
> objectClass: smsGwPerson
> cn:: QmFydG9zeiBDaXNlayA=
> uid: bartosz.cisek
> givenName: Bartosz
> sn: Cisek
> mail: bartosz.cisek [at] pwr.wroc.pl
> userPassword:: {hidden}
> departmentNumber: SKP
>
> RT_SiteConfig.pm
>
> Set( $rtname, 'cerber.pwr.wroc.pl');
> Set( $Organization , "Politechnika Wroc?awska");
> Set( $Timezone , 'Europe/Warsaw');
> Set( $WebBaseURL , "http://cerber.pwr.wroc.pl");
> Set( $WebPath , "/rt3");
>
> Set($DatabaseType , 'Pg');
> Set($DatabaseHost   , '172.17.x.x');
> Set($DatabaseRTHost , '172.17.x.x');
> Set($DatabaseUser , 'rt3_user');
> Set($DatabasePassword , '{hidden}');
> Set($DatabaseName , 'rt3');
>
> Set($OwnerEmail , 'bartosz.cisek [at] pwr.wroc.pl');
>
> Set($RTAddressRegexp , '^rt\@pwr.wroc.pl$');
> Set($ExternalAuthPriority,  [   'My_LDAP' ]);
> Set($ExternalInfoPriority,  [   'My_LDAP' ]);
> Set($ExternalServiceUsesSSLorTLS,    0);
> Set($AutoCreateNonExternalUsers,    0);
> Set($ExternalSettings,      {   # AN EXAMPLE LDAP SERVICE
>                                  'My_LDAP'       =>  {   ## GENERIC SECTION
>                                                          # The type of 
> service (db/ldap/cookie)
>                                                          'type' 
>               =>  'ldap',
>                                                          # Should the 
> service be used for authentication?
>                                                          'auth' 
>               =>  1,
>                                                          # Should the 
> service be used for information?
>                                                          'info' 
>               =>  1,
>                                                          # The server 
> hosting the service
>                                                          'server' 
>               =>  'student.pwr.wroc.pl',
>                                                          ## 
> SERVICE-SPECIFIC SECTION
>                                                          # If you can 
> bind to your LDAP server anonymously you should
>                                                          'user' 
>               =>  'uid=mudl-skp,ou=People,o=pracownicy',
>                                                          'pass' 
>             =>  '.mudl.',
>                                                          'base' 
>               =>  'o=pracownicy',
>                                                          'filter' 
>               =>  '(objectClass=inetmailuser)',
>                                                          'tls' 
>               =>  0,
>                                                          'net_ldap_args' 
>              => [    version =>  3   ],
>  
> 'attr_match_list'           => [    'uid'
>  
>                   ],
>                                                          'attr_map' 
>               =>  {   'Name' => 'uid',
>  
>                       'EmailAddress' => 'mail',
>  
>                       'Organization' => 'departmentNumber',
>  
>                       'RealName' => 'cn',
>  
>                       'ExternalAuthId' => 'uid'
>                                                          # 
>                       'Gecos' => 'cn',
>                                                          # 
>                        'WorkPhone' => 'telephoneNumber',
>                                                          # 
>                        'Address1' => 'streetAddress',
>                                                          # 
>                        'City' => 'l',
>                                                          # 
>                        'State' => 'st',
>                                                          # 
>                        'Zip' => 'postalCode',
>                                                          # 
>                        'Country' => 'co'
>  
>                   }
>                                                      }
>                                  }
> );
>
> Thanks in advance for any help.
>
> best regards,
>
> Bartosz Cisek
>
>   



From elbertlai at itiva.com  Fri May  9 11:48:01 2008
From: elbertlai at itiva.com (Elbert Lai)
Date: Fri, 9 May 2008 08:48:01 -0700
Subject: [rt-users] Links issue on 3.7.85 / 3.8 beta2
In-Reply-To: <48246753.8030404@ias.edu>
References: <004901c8b17a$fc8c78d0$6700a8c0@PADepLaptop>
	<9E9636B2F6649243B154AB4E53BD530005607432@hecto.itg.ias.edu>
	<005c01c8b1af$f529f560$6700a8c0@PADepLaptop>
	<48246753.8030404@ias.edu>
Message-ID: <006f01c8b1ec$108ccbc0$6700a8c0@PADepLaptop>

Thanks Alan. That was exactly it. I needed to populate RT::WebBaseURL in
RT_SiteConfig.pm. I was a bit surprised because it only affected a small (to
me) section of the tickets, just parents/children under the Links pane, and
now it's resolved.

Thanks again!

Elbert Lai
Network Operations Manager
Itiva Networks
530 Lytton Ave
2nd Floor
Palo Alto, CA 94301
650-521-3403 (cell)
650-560-6125 (fax)
elbertlai at itiva.com
-----Original Message-----
From: Alan Cheng [mailto:chenga at ias.edu] 
Sent: Friday, May 09, 2008 8:02 AM
To: Elbert Lai
Cc: rt-users at lists.bestpractical.com
Subject: Re: Links issue on 3.7.85 / 3.8 beta2

If you go to "Configuration" -> "Tools" -> "System Configuration", you 
should be able to see all the loaded perl modules and RT variables.

RT::WebBaseURL
RT::WebURL

Does either one say "localhost"?

I can't remember which one does what, but I put the following two in my 
RT_SiteConfig.pm:

Set($WebURL, 'http://myserver.fqdn/');
Set($WebBaseURL, 'http://myserver.fqdn/');


Thanks,

Alan

Elbert Lai wrote:
>
> Is anyone having an issue where linked tickets default to the 
> incorrect server? When I mouseover the links, instead of defaulting to 
> http://myserver/Ticket/Display.html?id=xxxx", they default to 
> http://localhost/Ticket/Display.html?id=xxxx". This only happens with 
> linked tickets. I can still go to the ticket by clicking on it in the 
> queue, or in any other Tickets pane. Clicking on them in the links 
> pane, however, ends up with an error because there is no web server on 
> localhost. This issue can be repeated from multiple clients, multiple OS'.
>
>  
>
> Any thoughts on why the server is being translated incorrectly?
>
>  
>
> Thanks,
>
>  
>
> **/Elbert Lai/**
>
> /*/Network Operations Manager/*/
>
> //Itiva Networks//
>
> //530 Lytton Ave//
>
> //2nd Floor//
>
> //Palo Alto////, CA 94301//
>
> **650-521-3403 (cell)**
>
> **650-560-6125 (fax)**
>
> _elbertlai at itiva.com_
>
> ------------------------------------------------------------------------
>
> *From:* Alan Cheng [mailto:chenga at ias.edu]
> *Sent:* Thursday, May 08, 2008 8:21 PM
> *To:* Elbert Lai; rt-users at lists.bestpractical.com
> *Subject:* RE: [rt-users] Having trouble installing 3.7.85 on fc8
>
>  
>
> Are there any errors in the RT log?  I found it useful to enable debug 
> in a similar situation like you have:
>
> Try adding the following lines in your RT_SiteConfig.pm if you don't 
> have them yet:
>
> Set($LogToFile , 'debug');
> Set($LogDir, '/opt/rt3/var/log');
> Set($LogToFileNamed , "rt.log");
>
> File "rt.log" must be writable by your http daemon.
>
> Thanks,
>
> Alan
>
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com on behalf of Elbert Lai
> Sent: Thu 5/8/2008 10:18 PM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Having trouble installing 3.7.85 on fc8
>
> I've been able to get as far as the page that says:
>
>
>
> You're almost there!
>
>
>
> You haven't yet configured your webserver to run RT
>
> You appear to have installed RT's web interface correctly, but haven't yet
> configured your web server to "run" the RT server which powers the web
> interface.
>
> The next step is to edit your webserver's configuration file to 
> instruct it
> to use RT's mod_perl, fastcgi or speedycgi handler.
>
>
>
> I'm trying to configure it to use mod_perl but having no luck so far.
>
>
>
> Here's my /etc/httpd/conf.d/rt3.conf. As far as I can tell, I'm 
> referring to
> mod_perl, and when I restart the httpd daemon, it tells me that 
> mod_perl is
> already loaded.
>
>
>
> I'd appreciate any insight.
>
>
>
> Thanks,
>
>
>
>
>
> >>>>>>>>>>>>>>>
>
> Alias /rt3 "//opt/rt3/share/html"
>
>
>
>
>
> LoadModule perl_module mod_perl.so
>
>
>
>
>
> PerlModule Apache::DBI
>
> PerlRequire /usr/sbin/webmux.pl
>
> <Directory /opt/rt3/share/html>
>
>   AllowOverride All
>
>   Options ExecCGI FollowSymLinks
>
>   <IfModule mod_access.c>
>
>     Order allow,deny
>
>     Allow from all
>
>   </IfModule>
>
> </Directory>
>
>
>
>
>
> <Location /rt>
>
>   RewriteEngine On
>
>   RedirectMatch permanent (.*)/$ $1/index.html
>
>   AddDefaultCharset UTF-8
>
>   SetHandler perl-script
>
>   PerlHandler RT::Mason
>
> </Location>
>
>
>
>
>
> <VirtualHost localhost>
>
>   ServerName localhost
>
>   DocumentRoot /opt/rt3/share/html
>
>   AddDefaultCharset UTF-8
>
>
>
>
>
> #  PerlModule Apache2 Apache2::compat
>
>
>
>
>
>   PerlModule Apache::DBI
>
>   PerlRequire /usr/sbin/webmux.pl
>
>
>
>
>
>   <Location />
>
>       SetHandler perl-script
>
>       PerlHandler RT::Mason
>
>   </Location>
>
> </VirtualHost>
>
>
>
> Elbert Lai
>
> Network Operations Manager
>
> Itiva Networks
>
> 530 Lytton Ave
>
> 2nd Floor
>
> Palo Alto, CA 94301
>
> 650-521-3403 (cell)
>
> 650-560-6125 (fax)
>
> elbertlai at itiva.com
>
>
>





From racinejp at vianet.ca  Fri May  9 11:48:26 2008
From: racinejp at vianet.ca (J.P. Racine)
Date: Fri, 09 May 2008 11:48:26 -0400
Subject: [rt-users] Upgrade problem.
In-Reply-To: <589c94400805090717l257cb40fs6e3c29d4941d3835@mail.gmail.com>
References: <482359C9.2090508@vianet.ca>
	<589c94400805090717l257cb40fs6e3c29d4941d3835@mail.gmail.com>
Message-ID: <4824724A.4070006@vianet.ca>

I don't think that this would be related - we have no saved searches at 
all.   The single resolved ticket display tries to return all resolved.. 
we have ~250K resolved tickets in this db and it looks to be returning 
all resolved tickets instead of just 1.  The tickets aren't displayed 
but the page is trying to get them.

mysql> SELECT count(*) FROM Tickets main  WHERE (main.Status != 
'deleted') AND (main.Status = 'resolved') AND (main.EffectiveId = 
main.id) AND (main.Type = 'ticket')  ORDER BY main.id ASC;
+----------+
| count(*) |
+----------+
|   234766 |
+----------+

mysql> select status, count(*) from Tickets GROUP BY status;
+----------+----------+
| status   | count(*) |
+----------+----------+
| deleted  |     7919 |
| new      |     1785 |
| open     |      624 |
| rejected |    23641 |
| resolved |   237938 |
| stalled  |      367 |
+----------+----------+

( a few tickets may or may not have been resolved between those 2 queries ).

Ruslan Zakirov wrote:
> I think it's related to different handling of Rows attribute of a
> saved search in 3.4 and 3.6. In 3.6 those are unlimited what me be
> desired in some cases. Check that all saved searches have correct
> number of rows. For searches on the at glance page use Edit link then
> another link to edit it for all users, check value and save search.
>
> On Thu, May 8, 2008 at 11:51 PM, J.P. Racine <racinejp at vianet.ca> wrote:
>   
>> Greetings,
>>
>> I've just upgraded an RT installation from 3.4.4 to 3.6.6 and found that
>> although the schema hasn't changed that there are some SQL queries that
>> seem to behave strangely.  The database is about 9 gigs in size and is
>> runing on mysql 5 ( mysql-server-5.0 debian package 5.0.51a-3~bpo40+1 ).
>>
>> After the upgrade we noticed some strange behavior when trying to view a
>> ticket that was in a resolved state.  The query below was called when
>> the problem occured and and seem to return *all* resolved tickets and
>> that was a bit to much for the memory of the system to handle.
>>
>> http://hostname.domain.com/Ticket/Display.html?id=123456
>>
>> SELECT main.* FROM Tickets main  WHERE (main.Status != 'deleted') AND
>> (main.Status = 'resolved') AND (main.EffectiveId
>> = main.id) AND (main.Type = 'ticket')  ORDER BY main.id ASC
>>
>> The same database is running fine ( albeit a bit slow ) with a
>> production 3.4.4 install. Any pointers or suggestions to remedy this
>> problem would be appreciated.  I just don't see why there is a query
>> with no limit for no apparent reason returning unlimited results.
>>
>> Thanks,
>>
>> JP
>>
>>
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>>     
>
>
>
>   



From ruz at bestpractical.com  Fri May  9 12:20:05 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 9 May 2008 20:20:05 +0400
Subject: [rt-users] Upgrade problem.
In-Reply-To: <4824724A.4070006@vianet.ca>
References: <482359C9.2090508@vianet.ca>
	<589c94400805090717l257cb40fs6e3c29d4941d3835@mail.gmail.com>
	<4824724A.4070006@vianet.ca>
Message-ID: <589c94400805090920p7486cee2gb952c8bd0ad5a2f2@mail.gmail.com>

Sounds like a bug, but I don't understand how to reproduce it. Can you
describe step by step how to reproduce the problem, so I can turn on
SQL logging and find it myself. I just don't get with which page I
should work and where start debugging.

On Fri, May 9, 2008 at 7:48 PM, J.P. Racine <racinejp at vianet.ca> wrote:
> I don't think that this would be related - we have no saved searches at
> all.   The single resolved ticket display tries to return all resolved..
> we have ~250K resolved tickets in this db and it looks to be returning
> all resolved tickets instead of just 1.  The tickets aren't displayed
> but the page is trying to get them.
>
> mysql> SELECT count(*) FROM Tickets main  WHERE (main.Status !=
> 'deleted') AND (main.Status = 'resolved') AND (main.EffectiveId =
> main.id) AND (main.Type = 'ticket')  ORDER BY main.id ASC;
> +----------+
> | count(*) |
> +----------+
> |   234766 |
> +----------+
>
> mysql> select status, count(*) from Tickets GROUP BY status;
> +----------+----------+
> | status   | count(*) |
> +----------+----------+
> | deleted  |     7919 |
> | new      |     1785 |
> | open     |      624 |
> | rejected |    23641 |
> | resolved |   237938 |
> | stalled  |      367 |
> +----------+----------+
>
> ( a few tickets may or may not have been resolved between those 2 queries ).
>
> Ruslan Zakirov wrote:
>> I think it's related to different handling of Rows attribute of a
>> saved search in 3.4 and 3.6. In 3.6 those are unlimited what me be
>> desired in some cases. Check that all saved searches have correct
>> number of rows. For searches on the at glance page use Edit link then
>> another link to edit it for all users, check value and save search.
>>
>> On Thu, May 8, 2008 at 11:51 PM, J.P. Racine <racinejp at vianet.ca> wrote:
>>
>>> Greetings,
>>>
>>> I've just upgraded an RT installation from 3.4.4 to 3.6.6 and found that
>>> although the schema hasn't changed that there are some SQL queries that
>>> seem to behave strangely.  The database is about 9 gigs in size and is
>>> runing on mysql 5 ( mysql-server-5.0 debian package 5.0.51a-3~bpo40+1 ).
>>>
>>> After the upgrade we noticed some strange behavior when trying to view a
>>> ticket that was in a resolved state.  The query below was called when
>>> the problem occured and and seem to return *all* resolved tickets and
>>> that was a bit to much for the memory of the system to handle.
>>>
>>> http://hostname.domain.com/Ticket/Display.html?id=123456
>>>
>>> SELECT main.* FROM Tickets main  WHERE (main.Status != 'deleted') AND
>>> (main.Status = 'resolved') AND (main.EffectiveId
>>> = main.id) AND (main.Type = 'ticket')  ORDER BY main.id ASC
>>>
>>> The same database is running fine ( albeit a bit slow ) with a
>>> production 3.4.4 install. Any pointers or suggestions to remedy this
>>> problem would be appreciated.  I just don't see why there is a query
>>> with no limit for no apparent reason returning unlimited results.
>>>
>>> Thanks,
>>>
>>> JP
>>>
>>>
>>>
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Community help: http://wiki.bestpractical.com
>>> Commercial support: sales at bestpractical.com
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.bestpractical.com
>>>
>>>
>>
>>
>>
>>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From KFCrocker at lbl.gov  Fri May  9 12:55:32 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 09 May 2008 09:55:32 -0700
Subject: [rt-users] creating export of tickets with comments
In-Reply-To: <20080509132857.b3cnrfcy3jwg8k44@webmail.floorverschure.com>
References: <20080509132857.b3cnrfcy3jwg8k44@webmail.floorverschure.com>
Message-ID: <48248204.9050108@lbl.gov>

Floor,


	Are these tickets already in a queue in RT? If so, why are you using 
SQL-Query when you could use the RT-Search/Bulk Update option? Just curious.


Kenn
LBNL

On 5/9/2008 4:28 AM, Floor Verschure wrote:
>   Hello,
> 
> I am trying to make an export of all tickets in a queue using an
> SQL-query. I've succeeded in creating a query including all custom
> fields (see below).
> 
> In addition I also need all the comments with the tickets. Is there a  
> way to do this and put them in a .csv or excell?
> 
> Greetings, Floor Verschure
> 
> ////////////////////////////////////////////////////////////////////////
> 
>    SELECT t.id, t.subject, t.priority, t.created, t.status,
> t.resolved, c37.content AS 'Eneco Ref. Nr.',c40.content AS 'Aspective
> Ref. Nr.' , c38.content AS 'Downtime',c39.content AS 'Workaround'
> 
> FROM Tickets t
> 
> LEFT JOIN TicketCustomFieldValues c38 ON (t.id = c38.ticket AND
> c38.customfield = 38)
> LEFT JOIN TicketCustomFieldValues c37 ON (t.id = c37.ticket AND
> c37.customfield = 37)
> LEFT JOIN TicketCustomFieldValues c39 ON (t.id = c39.ticket AND
> c39.customfield = 39)
> LEFT JOIN TicketCustomFieldValues c40 ON (t.id = c40.ticket AND
> c40.customfield = 40)
> 
> WHERE t.Queue=44
> 
> ///////////////////////////////////////////////////////////////////////
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 



From racinejp at vianet.ca  Fri May  9 13:41:56 2008
From: racinejp at vianet.ca (J.P. Racine)
Date: Fri, 09 May 2008 13:41:56 -0400
Subject: [rt-users] Upgrade problem.
In-Reply-To: <589c94400805090920p7486cee2gb952c8bd0ad5a2f2@mail.gmail.com>
References: <482359C9.2090508@vianet.ca>	
	<589c94400805090717l257cb40fs6e3c29d4941d3835@mail.gmail.com>	
	<4824724A.4070006@vianet.ca>
	<589c94400805090920p7486cee2gb952c8bd0ad5a2f2@mail.gmail.com>
Message-ID: <48248CE4.1080403@vianet.ca>

The bug occurs when you click on /Ticket/Display.html?id=<id> where the 
ticket is Status='resolved'. The link is given anywhere you can list 
tickets, search / at a glance etc.. Without query logging on the 
database server you may not notice it, for our database with 250k 
resolved tickets the query attempts to load the whole record set into 
apache's memory until it hits a 1.5gig limit then the 'out of memory' 
condition kills it (or mysql due to over-commit), we were able to 
observe this while debugging the apache children, but the query log also 
showed the following query.

SELECT main.* FROM Tickets main  WHERE (main.Status != 'deleted') AND 
(main.Status = 'resolved') AND (main.EffectiveId = main.id) AND 
(main.Type = 'ticket')  ORDER BY main.id ASC

mysql> SELECT count(*) FROM Tickets main  WHERE (main.Status != 
'deleted') AND (main.Status = 'resolved') AND (main.EffectiveId = 
main.id) AND (main.Type = 'ticket')  ORDER BY main.id ASC;
+----------+
| count(*) |
+----------+
|   234766 |
+----------+

As you can see it would cause a problem, oddly while trying other ticket 
Status types I didn't see any similar type queries as they were all 
pretty limited to related data via ID and whatnot.. It would seem that 
the query should be limited to the ID supplied to the Display.html. The 
page does finally display if we give it enough memory to play with, I'm 
guessing it's still using the data supplied by the query but it's 
applying the constraint

Ruslan Zakirov wrote:
> Sounds like a bug, but I don't understand how to reproduce it. Can you
> describe step by step how to reproduce the problem, so I can turn on
> SQL logging and find it myself. I just don't get with which page I
> should work and where start debugging.
>
> On Fri, May 9, 2008 at 7:48 PM, J.P. Racine <racinejp at vianet.ca> wrote:
>   
>> I don't think that this would be related - we have no saved searches at
>> all.   The single resolved ticket display tries to return all resolved..
>> we have ~250K resolved tickets in this db and it looks to be returning
>> all resolved tickets instead of just 1.  The tickets aren't displayed
>> but the page is trying to get them.
>>
>> mysql> SELECT count(*) FROM Tickets main  WHERE (main.Status !=
>> 'deleted') AND (main.Status = 'resolved') AND (main.EffectiveId =
>> main.id) AND (main.Type = 'ticket')  ORDER BY main.id ASC;
>> +----------+
>> | count(*) |
>> +----------+
>> |   234766 |
>> +----------+
>>
>> mysql> select status, count(*) from Tickets GROUP BY status;
>> +----------+----------+
>> | status   | count(*) |
>> +----------+----------+
>> | deleted  |     7919 |
>> | new      |     1785 |
>> | open     |      624 |
>> | rejected |    23641 |
>> | resolved |   237938 |
>> | stalled  |      367 |
>> +----------+----------+
>>
>> ( a few tickets may or may not have been resolved between those 2 queries ).
>>
>> Ruslan Zakirov wrote:
>>     
>>> I think it's related to different handling of Rows attribute of a
>>> saved search in 3.4 and 3.6. In 3.6 those are unlimited what me be
>>> desired in some cases. Check that all saved searches have correct
>>> number of rows. For searches on the at glance page use Edit link then
>>> another link to edit it for all users, check value and save search.
>>>
>>> On Thu, May 8, 2008 at 11:51 PM, J.P. Racine <racinejp at vianet.ca> wrote:
>>>
>>>       
>>>> Greetings,
>>>>
>>>> I've just upgraded an RT installation from 3.4.4 to 3.6.6 and found that
>>>> although the schema hasn't changed that there are some SQL queries that
>>>> seem to behave strangely.  The database is about 9 gigs in size and is
>>>> runing on mysql 5 ( mysql-server-5.0 debian package 5.0.51a-3~bpo40+1 ).
>>>>
>>>> After the upgrade we noticed some strange behavior when trying to view a
>>>> ticket that was in a resolved state.  The query below was called when
>>>> the problem occured and and seem to return *all* resolved tickets and
>>>> that was a bit to much for the memory of the system to handle.
>>>>
>>>> http://hostname.domain.com/Ticket/Display.html?id=123456
>>>>
>>>> SELECT main.* FROM Tickets main  WHERE (main.Status != 'deleted') AND
>>>> (main.Status = 'resolved') AND (main.EffectiveId
>>>> = main.id) AND (main.Type = 'ticket')  ORDER BY main.id ASC
>>>>
>>>> The same database is running fine ( albeit a bit slow ) with a
>>>> production 3.4.4 install. Any pointers or suggestions to remedy this
>>>> problem would be appreciated.  I just don't see why there is a query
>>>> with no limit for no apparent reason returning unlimited results.
>>>>
>>>> Thanks,
>>>>
>>>> JP
>>>>
>>>>
>>>>
>>>> _______________________________________________
>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>>
>>>> Community help: http://wiki.bestpractical.com
>>>> Commercial support: sales at bestpractical.com
>>>>
>>>>
>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>
>>>>
>>>>         
>>>
>>>
>>>       
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>>     
>
>
>
>   



From rt3 at floorverschure.com  Fri May  9 14:15:35 2008
From: rt3 at floorverschure.com (Floor Verschure)
Date: Fri, 09 May 2008 20:15:35 +0200
Subject: [rt-users] Fwd: Re:  creating export of tickets with comments
Message-ID: <20080509201535.9j0b80b47tw0wk8w@webmail.floorverschure.com>


----- Forwarded message from mail at floorverschure.com -----
     Date: Fri, 09 May 2008 19:54:16 +0200
     From: Floor Verschure <mail at floorverschure.com>
Reply-To: Floor Verschure <mail at floorverschure.com>
Subject: Re: [rt-users] creating export of tickets with comments
       To: Kenneth Crocker <KFCrocker at lbl.gov>
       Cc: rt-users at lists.bestpractical.com

Hi Kenn,

Thanks for your reply.
All tickes are indeed in an RT queue. The reason why i am using an
sql
query is that i need to be able to export all records of that
specific
queue to a .csv or  excell format. In the export I need to include
all
relevant ticket infrmation and thus also the comments. If there is
another way than with an sql query than that's also fine.

Greetins, Floor

----- Message from KFCrocker at lbl.gov ---------
      Date: Fri, 09 May 2008 09:55:32 -0700
      From: Kenneth Crocker <KFCrocker at lbl.gov>
Reply-To: Kenneth Crocker <KFCrocker at lbl.gov>
Subject: Re: [rt-users] creating export of tickets with comments
        To: Floor Verschure <rt3 at floorverschure.com>
        Cc: rt-users at lists.bestpractical.com

> Floor,
>
>
>         Are these tickets already in a queue in RT? If so, why
are you using
> SQL-Query when you could use the RT-Search/Bulk Update option? Just
> curious.
>
>
> Kenn
> LBNL
>
> On 5/9/2008 4:28 AM, Floor Verschure wrote:
>>  Hello,
>>
>> I am trying to make an export of all tickets in a queue using an
>> SQL-query. I've succeeded in creating a query including all custom
>> fields (see below).
>>
>> In addition I also need all the comments with the tickets. Is
there
>> a  way to do this and put them in a .csv or excell?
>>
>> Greetings, Floor Verschure
>>
>>
////////////////////////////////////////////////////////////////////////
>>
>>   SELECT t.id, t.subject, t.priority, t.created, t.status,
>> t.resolved, c37.content AS 'Eneco Ref. Nr.',c40.content AS
'Aspective
>> Ref. Nr.' , c38.content AS 'Downtime',c39.content AS 'Workaround'
>>
>> FROM Tickets t
>>
>> LEFT JOIN TicketCustomFieldValues c38 ON (t.id = c38.ticket AND
>> c38.customfield = 38)
>> LEFT JOIN TicketCustomFieldValues c37 ON (t.id = c37.ticket AND
>> c37.customfield = 37)
>> LEFT JOIN TicketCustomFieldValues c39 ON (t.id = c39.ticket AND
>> c39.customfield = 39)
>> LEFT JOIN TicketCustomFieldValues c40 ON (t.id = c40.ticket AND
>> c40.customfield = 40)
>>
>> WHERE t.Queue=44
>>
>>
///////////////////////////////////////////////////////////////////////
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly    
>> Media. Buy a copy at http://rtbook.bestpractical.com
>>

----- End message from KFCrocker at lbl.gov -----

----------------------------------
Floor Verschure
Vlaardingerdijk 202
3117 ZP Schiedam
Tel: +31 10 4261201
Mobiel: +31 6 18134816
www: http://floorverschure.com
----------------------------------

----- End forwarded message -----

----------------------------------
Floor Verschure
Vlaardingerdijk 202
3117 ZP Schiedam
Tel: +31 10 4261201
Mobiel: +31 6 18134816
www: http://floorverschure.com
----------------------------------



From ruz at bestpractical.com  Fri May  9 15:35:25 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 9 May 2008 23:35:25 +0400
Subject: [rt-users] Upgrade problem.
In-Reply-To: <48248CE4.1080403@vianet.ca>
References: <482359C9.2090508@vianet.ca>
	<589c94400805090717l257cb40fs6e3c29d4941d3835@mail.gmail.com>
	<4824724A.4070006@vianet.ca>
	<589c94400805090920p7486cee2gb952c8bd0ad5a2f2@mail.gmail.com>
	<48248CE4.1080403@vianet.ca>
Message-ID: <589c94400805091235i3a9cded2s59eeec0620fb9caa@mail.gmail.com>

I couldn't reproduce this issue and suspect an extension or local modification.

Find file SearchBuilder/Handle.pm

in function SimpleQuery right after:

my $QueryString = shift;

add:

require Carp;
Carp::cluck( $QueryString );

In RT config turn on logging of warnings. Restart server, reproduce
error, in RT log you should find the query with long stack trace. Send
it.


On Fri, May 9, 2008 at 9:41 PM, J.P. Racine <racinejp at vianet.ca> wrote:
> The bug occurs when you click on /Ticket/Display.html?id=<id> where the
> ticket is Status='resolved'. The link is given anywhere you can list
> tickets, search / at a glance etc.. Without query logging on the
> database server you may not notice it, for our database with 250k
> resolved tickets the query attempts to load the whole record set into
> apache's memory until it hits a 1.5gig limit then the 'out of memory'
> condition kills it (or mysql due to over-commit), we were able to
> observe this while debugging the apache children, but the query log also
> showed the following query.
>
> SELECT main.* FROM Tickets main  WHERE (main.Status != 'deleted') AND
> (main.Status = 'resolved') AND (main.EffectiveId = main.id) AND
> (main.Type = 'ticket')  ORDER BY main.id ASC
>
> mysql> SELECT count(*) FROM Tickets main  WHERE (main.Status !=
> 'deleted') AND (main.Status = 'resolved') AND (main.EffectiveId =
> main.id) AND (main.Type = 'ticket')  ORDER BY main.id ASC;
> +----------+
> | count(*) |
> +----------+
> |   234766 |
> +----------+
>
> As you can see it would cause a problem, oddly while trying other ticket
> Status types I didn't see any similar type queries as they were all
> pretty limited to related data via ID and whatnot.. It would seem that
> the query should be limited to the ID supplied to the Display.html. The
> page does finally display if we give it enough memory to play with, I'm
> guessing it's still using the data supplied by the query but it's
> applying the constraint
>
> Ruslan Zakirov wrote:
>> Sounds like a bug, but I don't understand how to reproduce it. Can you
>> describe step by step how to reproduce the problem, so I can turn on
>> SQL logging and find it myself. I just don't get with which page I
>> should work and where start debugging.
>>
>> On Fri, May 9, 2008 at 7:48 PM, J.P. Racine <racinejp at vianet.ca> wrote:
>>
>>> I don't think that this would be related - we have no saved searches at
>>> all.   The single resolved ticket display tries to return all resolved..
>>> we have ~250K resolved tickets in this db and it looks to be returning
>>> all resolved tickets instead of just 1.  The tickets aren't displayed
>>> but the page is trying to get them.
>>>
>>> mysql> SELECT count(*) FROM Tickets main  WHERE (main.Status !=
>>> 'deleted') AND (main.Status = 'resolved') AND (main.EffectiveId =
>>> main.id) AND (main.Type = 'ticket')  ORDER BY main.id ASC;
>>> +----------+
>>> | count(*) |
>>> +----------+
>>> |   234766 |
>>> +----------+
>>>
>>> mysql> select status, count(*) from Tickets GROUP BY status;
>>> +----------+----------+
>>> | status   | count(*) |
>>> +----------+----------+
>>> | deleted  |     7919 |
>>> | new      |     1785 |
>>> | open     |      624 |
>>> | rejected |    23641 |
>>> | resolved |   237938 |
>>> | stalled  |      367 |
>>> +----------+----------+
>>>
>>> ( a few tickets may or may not have been resolved between those 2 queries ).
>>>
>>> Ruslan Zakirov wrote:
>>>
>>>> I think it's related to different handling of Rows attribute of a
>>>> saved search in 3.4 and 3.6. In 3.6 those are unlimited what me be
>>>> desired in some cases. Check that all saved searches have correct
>>>> number of rows. For searches on the at glance page use Edit link then
>>>> another link to edit it for all users, check value and save search.
>>>>
>>>> On Thu, May 8, 2008 at 11:51 PM, J.P. Racine <racinejp at vianet.ca> wrote:
>>>>
>>>>
>>>>> Greetings,
>>>>>
>>>>> I've just upgraded an RT installation from 3.4.4 to 3.6.6 and found that
>>>>> although the schema hasn't changed that there are some SQL queries that
>>>>> seem to behave strangely.  The database is about 9 gigs in size and is
>>>>> runing on mysql 5 ( mysql-server-5.0 debian package 5.0.51a-3~bpo40+1 ).
>>>>>
>>>>> After the upgrade we noticed some strange behavior when trying to view a
>>>>> ticket that was in a resolved state.  The query below was called when
>>>>> the problem occured and and seem to return *all* resolved tickets and
>>>>> that was a bit to much for the memory of the system to handle.
>>>>>
>>>>> http://hostname.domain.com/Ticket/Display.html?id=123456
>>>>>
>>>>> SELECT main.* FROM Tickets main  WHERE (main.Status != 'deleted') AND
>>>>> (main.Status = 'resolved') AND (main.EffectiveId
>>>>> = main.id) AND (main.Type = 'ticket')  ORDER BY main.id ASC
>>>>>
>>>>> The same database is running fine ( albeit a bit slow ) with a
>>>>> production 3.4.4 install. Any pointers or suggestions to remedy this
>>>>> problem would be appreciated.  I just don't see why there is a query
>>>>> with no limit for no apparent reason returning unlimited results.
>>>>>
>>>>> Thanks,
>>>>>
>>>>> JP
>>>>>
>>>>>
>>>>>
>>>>> _______________________________________________
>>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>>>
>>>>> Community help: http://wiki.bestpractical.com
>>>>> Commercial support: sales at bestpractical.com
>>>>>
>>>>>
>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>>
>>>>>
>>>>>
>>>>
>>>>
>>>>
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Community help: http://wiki.bestpractical.com
>>> Commercial support: sales at bestpractical.com
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.bestpractical.com
>>>
>>>
>>
>>
>>
>>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From slushpupie at gmail.com  Fri May  9 15:59:33 2008
From: slushpupie at gmail.com (Jay Kline)
Date: Fri, 09 May 2008 14:59:33 -0500
Subject: [rt-users] MySQL error on 3.6.6
Message-ID: <4824AD25.6010908@gmail.com>

Ive noticed an error in my RT log about a failed MySQL statement.  This
only shows up when I view a ticket (eg /rt/Ticket/Display.html?id=42)
but not all tickets.  It seems to only happen for certain requesters. 
The query in question is:

?SELECT DISTINCT main.* FROM ((Tickets main JOIN Groups Groups_1 ON
((Groups_1.Domain = 'RT::Ticket-Role')) AND ( (Groups_1.Type =
'Requestor')) AND ( Groups_1.Instance = main.id)) LEFT JOIN
CachedGroupMembers CachedGroupMembers_2 ON (
CachedGroupMembers_2.GroupId = Groups_1.id) AND (
(CachedGroupMembers_2.MemberId = Users_3.id))) , Users Users_3 WHERE
((Users_3.id = '54')) AND ((main.EffectiveId = main.id)) AND
((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ( (
(CachedGroupMembers_2.id IS NOT NULL) ) AND ( (main.Status = 'open') OR
(main.Status = 'new') ) ) ORDER BY main.Priority DESC LIMIT 10;

The error is:

Unknown column 'Users_3.id' in 'on clause'

My SQL isnt quite good enough to understand all the join's in that
statement.  Any ideas where to begin on this one?

Thanks,

Jay


Full output from the logs follows (beware linewrapping)

[Fri May  9 18:03:06 2008] [warning]: DBD::mysql::st execute failed:
Unknown column 'Users_3.id' in 'on clause' at
/usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 505.
(/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:505)
[Fri May  9 18:03:06 2008] [warning]: RT::Handle=HASH(0x9766528)
couldn't execute the query 'SELECT DISTINCT main.* FROM ((Tickets main 
JOIN Groups Groups_1  ON ((Groups_1.Domain = 'RT::Ticket-Role')) AND (
(Groups_1.Type = 'Requestor')) AND (  Groups_1.Instance = main.id)) 
LEFT JOIN CachedGroupMembers CachedGroupMembers_2  ON (
CachedGroupMembers_2.GroupId = Groups_1.id) AND (
(CachedGroupMembers_2.MemberId = Users_3.id))) , Users Users_3  WHERE
((Users_3.id = '54')) AND ((main.EffectiveId = main.id)) AND
((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ( (
(CachedGroupMembers_2.id IS NOT NULL) )  AND  ( (main.Status = 'open')
OR (main.Status = 'new') ) )  ORDER BY main.Priority DESC  LIMIT 10' at
/usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 518
   
DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x9766528)',
'SELECT DISTINCT main.* FROM ((Tickets main  JOIN Groups Group...')
called at /usr/share/perl5/DBIx/SearchBuilder.pm line 231
    DBIx::SearchBuilder::_DoSearch('RT::Tickets=HASH(0xa7e26c0)') called
at /usr/share/perl5/DBIx/SearchBuilder.pm line 491
    DBIx::SearchBuilder::Next('RT::Tickets=HASH(0xa7e26c0)') called at
/usr/share/request-tracker3.6/lib/RT/Tickets_Overlay.pm line 2670
    RT::Tickets::Next('RT::Tickets=HASH(0xa7e26c0)') called at
/usr/share/request-tracker3.6/html/Ticket/Elements/ShowRequestor line 74
    HTML::Mason::Commands::__ANON__() called at
/usr/share/perl5/HTML/Mason/Request.pm line 1329
    eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line 1329
   
HTML::Mason::Request::content('HTML::Mason::Request::ApacheHandler=HASH(0xa696494)')
called at /usr/share/request-tracker3.6/html/Widgets/TitleBox line 51
    HTML::Mason::Commands::__ANON__('title_href',
'/rt/Admin/Users/Modify.html?id=54', 'title', 'More about
jay.kline at gmail.com') called at /usr/share/perl5/HTML/Mason/Component.pm
line 135
   
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa5d4e14)',
'title_href', '/rt/Admin/Users/Modify.html?id=54', 'title', 'More about
jay.kline at gmail.com') called at /usr/share/perl5/HTML/Mason/Request.pm
line 1256
    eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line 1246
    HTML::Mason::Request::comp('undef', 'undef', 'undef', 'title_href',
'/rt/Admin/Users/Modify.html?id=54', 'title', 'More about
jay.kline at gmail.com') called at
/usr/share/request-tracker3.6/html/Ticket/Elements/ShowRequestor line 83
    HTML::Mason::Commands::__ANON__('Ticket',
'RT::Ticket=HASH(0xa70b294)') called at
/usr/share/perl5/HTML/Mason/Component.pm line 135
   
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa7d61d4)',
'Ticket', 'RT::Ticket=HASH(0xa70b294)') called at
/usr/share/perl5/HTML/Mason/Request.pm line 1256
    eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line 1246
    HTML::Mason::Request::comp('undef', 'undef', 'Ticket',
'RT::Ticket=HASH(0xa70b294)') called at
/usr/share/request-tracker3.6/html/Ticket/Elements/ShowSummary line 72
    HTML::Mason::Commands::__ANON__('Ticket',
'RT::Ticket=HASH(0xa70b294)', 'Attachments',
'RT::Attachments=HASH(0xa762bdc)') called at
/usr/share/perl5/HTML/Mason/Component.pm line 135
   
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa79959c)',
'Ticket', 'RT::Ticket=HASH(0xa70b294)', 'Attachments',
'RT::Attachments=HASH(0xa762bdc)') called at
/usr/share/perl5/HTML/Mason/Request.pm line 1256
    eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line 1246
    HTML::Mason::Request::comp('undef', 'undef', 'Ticket',
'RT::Ticket=HASH(0xa70b294)', 'Attachments',
'RT::Attachments=HASH(0xa762bdc)') called at
/usr/share/request-tracker3.6/html/Ticket/Display.html line 58
    HTML::Mason::Commands::__ANON__() called at
/usr/share/perl5/HTML/Mason/Request.pm line 1329
    eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line 1329
   
HTML::Mason::Request::content('HTML::Mason::Request::ApacheHandler=HASH(0xa696494)')
called at /usr/share/request-tracker3.6/html/Widgets/TitleBox line 51
    HTML::Mason::Commands::__ANON__('title', 'Ticket metadata') called
at /usr/share/perl5/HTML/Mason/Component.pm line 135
   
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa5d4e14)',
'title', 'Ticket metadata') called at
/usr/share/perl5/HTML/Mason/Request.pm line 1256
    eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line 1246
    HTML::Mason::Request::comp('undef', 'undef', 'undef', 'title',
'Ticket metadata') called at
/usr/share/request-tracker3.6/html/Ticket/Display.html line 59
    HTML::Mason::Commands::__ANON__('id', 2) called at
/usr/share/perl5/HTML/Mason/Component.pm line 135
   
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa663560)',
'id', 2) called at /usr/share/perl5/HTML/Mason/Request.pm line 1256
    eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line 1246
    HTML::Mason::Request::comp('undef', 'undef', 'undef', 'id', 2)
called at /usr/share/request-tracker3.6/html/autohandler line 291
    HTML::Mason::Commands::__ANON__('id', 2) called at
/usr/share/perl5/HTML/Mason/Component.pm line 135
   
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa41cc40)',
'id', 2) called at /usr/share/perl5/HTML/Mason/Request.pm line 1251
    eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line 1246
    HTML::Mason::Request::comp('undef', 'undef', 'undef', 'id', 2)
called at /usr/share/perl5/HTML/Mason/Request.pm line 460
    eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line 460
    eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line 412
   
HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xa696494)')
called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 165
   
HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xa696494)')
called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 832
   
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x971580c)',
'Apache2::RequestRec=SCALAR(0xa695d5c)') called at
/usr/share/request-tracker3.6/libexec/webmux.pl line 125
    eval {...} called at /usr/share/request-tracker3.6/libexec/webmux.pl
line 125
    RT::Mason::handler('Apache2::RequestRec=SCALAR(0xa695d5c)') called
at -e line 0
    eval {...} called at -e line 0 (/usr/share/perl/5.8/Carp.pm:105)


From ruz at bestpractical.com  Fri May  9 16:13:02 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Sat, 10 May 2008 00:13:02 +0400
Subject: [rt-users] MySQL error on 3.6.6
In-Reply-To: <4824AD25.6010908@gmail.com>
References: <4824AD25.6010908@gmail.com>
Message-ID: <589c94400805091313l752c0bbejbae390027b8655b1@mail.gmail.com>

Begin with README step number 3 - `make testdeps`.

On Fri, May 9, 2008 at 11:59 PM, Jay Kline <slushpupie at gmail.com> wrote:
> Ive noticed an error in my RT log about a failed MySQL statement.  This
> only shows up when I view a ticket (eg /rt/Ticket/Display.html?id=42)
> but not all tickets.  It seems to only happen for certain requesters.
> The query in question is:
>
> ?SELECT DISTINCT main.* FROM ((Tickets main JOIN Groups Groups_1 ON
> ((Groups_1.Domain = 'RT::Ticket-Role')) AND ( (Groups_1.Type =
> 'Requestor')) AND ( Groups_1.Instance = main.id)) LEFT JOIN
> CachedGroupMembers CachedGroupMembers_2 ON (
> CachedGroupMembers_2.GroupId = Groups_1.id) AND (
> (CachedGroupMembers_2.MemberId = Users_3.id))) , Users Users_3 WHERE
> ((Users_3.id = '54')) AND ((main.EffectiveId = main.id)) AND
> ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ( (
> (CachedGroupMembers_2.id IS NOT NULL) ) AND ( (main.Status = 'open') OR
> (main.Status = 'new') ) ) ORDER BY main.Priority DESC LIMIT 10;
>
> The error is:
>
> Unknown column 'Users_3.id' in 'on clause'
>
> My SQL isnt quite good enough to understand all the join's in that
> statement.  Any ideas where to begin on this one?
>
> Thanks,
>
> Jay
>
>
> Full output from the logs follows (beware linewrapping)
>
> [Fri May  9 18:03:06 2008] [warning]: DBD::mysql::st execute failed:
> Unknown column 'Users_3.id' in 'on clause' at
> /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 505.
> (/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:505)
> [Fri May  9 18:03:06 2008] [warning]: RT::Handle=HASH(0x9766528)
> couldn't execute the query 'SELECT DISTINCT main.* FROM ((Tickets main
> JOIN Groups Groups_1  ON ((Groups_1.Domain = 'RT::Ticket-Role')) AND (
> (Groups_1.Type = 'Requestor')) AND (  Groups_1.Instance = main.id))
> LEFT JOIN CachedGroupMembers CachedGroupMembers_2  ON (
> CachedGroupMembers_2.GroupId = Groups_1.id) AND (
> (CachedGroupMembers_2.MemberId = Users_3.id))) , Users Users_3  WHERE
> ((Users_3.id = '54')) AND ((main.EffectiveId = main.id)) AND
> ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ( (
> (CachedGroupMembers_2.id IS NOT NULL) )  AND  ( (main.Status = 'open')
> OR (main.Status = 'new') ) )  ORDER BY main.Priority DESC  LIMIT 10' at
> /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 518
>
> DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x9766528)',
> 'SELECT DISTINCT main.* FROM ((Tickets main  JOIN Groups Group...')
> called at /usr/share/perl5/DBIx/SearchBuilder.pm line 231
>    DBIx::SearchBuilder::_DoSearch('RT::Tickets=HASH(0xa7e26c0)') called
> at /usr/share/perl5/DBIx/SearchBuilder.pm line 491
>    DBIx::SearchBuilder::Next('RT::Tickets=HASH(0xa7e26c0)') called at
> /usr/share/request-tracker3.6/lib/RT/Tickets_Overlay.pm line 2670
>    RT::Tickets::Next('RT::Tickets=HASH(0xa7e26c0)') called at
> /usr/share/request-tracker3.6/html/Ticket/Elements/ShowRequestor line 74
>    HTML::Mason::Commands::__ANON__() called at
> /usr/share/perl5/HTML/Mason/Request.pm line 1329
>    eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line 1329
>
> HTML::Mason::Request::content('HTML::Mason::Request::ApacheHandler=HASH(0xa696494)')
> called at /usr/share/request-tracker3.6/html/Widgets/TitleBox line 51
>    HTML::Mason::Commands::__ANON__('title_href',
> '/rt/Admin/Users/Modify.html?id=54', 'title', 'More about
> jay.kline at gmail.com') called at /usr/share/perl5/HTML/Mason/Component.pm
> line 135
>
> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa5d4e14)',
> 'title_href', '/rt/Admin/Users/Modify.html?id=54', 'title', 'More about
> jay.kline at gmail.com') called at /usr/share/perl5/HTML/Mason/Request.pm
> line 1256
>    eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line 1246
>    HTML::Mason::Request::comp('undef', 'undef', 'undef', 'title_href',
> '/rt/Admin/Users/Modify.html?id=54', 'title', 'More about
> jay.kline at gmail.com') called at
> /usr/share/request-tracker3.6/html/Ticket/Elements/ShowRequestor line 83
>    HTML::Mason::Commands::__ANON__('Ticket',
> 'RT::Ticket=HASH(0xa70b294)') called at
> /usr/share/perl5/HTML/Mason/Component.pm line 135
>
> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa7d61d4)',
> 'Ticket', 'RT::Ticket=HASH(0xa70b294)') called at
> /usr/share/perl5/HTML/Mason/Request.pm line 1256
>    eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line 1246
>    HTML::Mason::Request::comp('undef', 'undef', 'Ticket',
> 'RT::Ticket=HASH(0xa70b294)') called at
> /usr/share/request-tracker3.6/html/Ticket/Elements/ShowSummary line 72
>    HTML::Mason::Commands::__ANON__('Ticket',
> 'RT::Ticket=HASH(0xa70b294)', 'Attachments',
> 'RT::Attachments=HASH(0xa762bdc)') called at
> /usr/share/perl5/HTML/Mason/Component.pm line 135
>
> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa79959c)',
> 'Ticket', 'RT::Ticket=HASH(0xa70b294)', 'Attachments',
> 'RT::Attachments=HASH(0xa762bdc)') called at
> /usr/share/perl5/HTML/Mason/Request.pm line 1256
>    eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line 1246
>    HTML::Mason::Request::comp('undef', 'undef', 'Ticket',
> 'RT::Ticket=HASH(0xa70b294)', 'Attachments',
> 'RT::Attachments=HASH(0xa762bdc)') called at
> /usr/share/request-tracker3.6/html/Ticket/Display.html line 58
>    HTML::Mason::Commands::__ANON__() called at
> /usr/share/perl5/HTML/Mason/Request.pm line 1329
>    eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line 1329
>
> HTML::Mason::Request::content('HTML::Mason::Request::ApacheHandler=HASH(0xa696494)')
> called at /usr/share/request-tracker3.6/html/Widgets/TitleBox line 51
>    HTML::Mason::Commands::__ANON__('title', 'Ticket metadata') called
> at /usr/share/perl5/HTML/Mason/Component.pm line 135
>
> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa5d4e14)',
> 'title', 'Ticket metadata') called at
> /usr/share/perl5/HTML/Mason/Request.pm line 1256
>    eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line 1246
>    HTML::Mason::Request::comp('undef', 'undef', 'undef', 'title',
> 'Ticket metadata') called at
> /usr/share/request-tracker3.6/html/Ticket/Display.html line 59
>    HTML::Mason::Commands::__ANON__('id', 2) called at
> /usr/share/perl5/HTML/Mason/Component.pm line 135
>
> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa663560)',
> 'id', 2) called at /usr/share/perl5/HTML/Mason/Request.pm line 1256
>    eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line 1246
>    HTML::Mason::Request::comp('undef', 'undef', 'undef', 'id', 2)
> called at /usr/share/request-tracker3.6/html/autohandler line 291
>    HTML::Mason::Commands::__ANON__('id', 2) called at
> /usr/share/perl5/HTML/Mason/Component.pm line 135
>
> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa41cc40)',
> 'id', 2) called at /usr/share/perl5/HTML/Mason/Request.pm line 1251
>    eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line 1246
>    HTML::Mason::Request::comp('undef', 'undef', 'undef', 'id', 2)
> called at /usr/share/perl5/HTML/Mason/Request.pm line 460
>    eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line 460
>    eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line 412
>
> HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xa696494)')
> called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 165
>
> HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xa696494)')
> called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 832
>
> HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x971580c)',
> 'Apache2::RequestRec=SCALAR(0xa695d5c)') called at
> /usr/share/request-tracker3.6/libexec/webmux.pl line 125
>    eval {...} called at /usr/share/request-tracker3.6/libexec/webmux.pl
> line 125
>    RT::Mason::handler('Apache2::RequestRec=SCALAR(0xa695d5c)') called
> at -e line 0
>    eval {...} called at -e line 0 (/usr/share/perl/5.8/Carp.pm:105)
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com



-- 
Best regards, Ruslan.

From slushpupie at gmail.com  Fri May  9 16:40:25 2008
From: slushpupie at gmail.com (Jay Kline)
Date: Fri, 9 May 2008 15:40:25 -0500
Subject: [rt-users] MySQL error on 3.6.6
In-Reply-To: <589c94400805091313l752c0bbejbae390027b8655b1@mail.gmail.com>
References: <4824AD25.6010908@gmail.com>
	<589c94400805091313l752c0bbejbae390027b8655b1@mail.gmail.com>
Message-ID: <ace41e70805091340l7abded44k5e864563616e8cb8@mail.gmail.com>

That was it. I backported the package from debian testing to stable,
and naively assumed that the right dependencies were defined in the
package; they are not.

Thanks,

Jay

On Fri, May 9, 2008 at 3:13 PM, Ruslan Zakirov <ruz at bestpractical.com> wrote:
> Begin with README step number 3 - `make testdeps`.
>
> On Fri, May 9, 2008 at 11:59 PM, Jay Kline <slushpupie at gmail.com> wrote:
>> Ive noticed an error in my RT log about a failed MySQL statement.  This
>> only shows up when I view a ticket (eg /rt/Ticket/Display.html?id=42)
>> but not all tickets.  It seems to only happen for certain requesters.


From todd at chaka.net  Sat May 10 00:35:47 2008
From: todd at chaka.net (Todd Chapman)
Date: Sat, 10 May 2008 00:35:47 -0400
Subject: [rt-users] batch (not bulk) updating tickets
In-Reply-To: <20080508180807.GQ5275@mumia.anarcat.ath.cx>
References: <20080508180807.GQ5275@mumia.anarcat.ath.cx>
Message-ID: <519782dc0805092135s39c3931akea94260e9c6bce0@mail.gmail.com>

Asset Tracker has this feature. It could be ported to RT.

On Thu, May 8, 2008 at 2:08 PM, The Anarcat <anarcat at anarcat.ath.cx> wrote:

> Hi,
>
> I guess this is a whishlist request, but I'm writing to see if someone
> also had such an issue and found an elegant solution already.
>
> I'm using RT a lot to deal with my numerous tickets and todos. Right
> now, for example, I have 28 tickets opened in my own "queue" (tickets
> that I own). I use priorities to figure out what I'm going to do next.
>
> (One problem is that since we use escalation, even if I set priorities
> properly (which already takes a long time), they all go up to
> $maxpriority defined on each queue when the due date comes up. So I want
> to set the due date and that problem is solved.)
>
> The fundamental problem is it's really a pain to go through N (where N >
> 5 generally) and update the due date (or priority...) for *every
> ticket*.
>
> I know about bulk update, but it doesn't apply since, in that case, I
> want to assign potentially different values to every ticket.
>
> So what I envisonned would be to have search results *editable* as is.
> Have an option in the search form that would allow the column chosen in
> the search to be edited directly. Here's a mockup of the interface that
> could be implemented:
>
> http://anarcat.ath.cx/snaps/rt-batch-edit-mockup.png
>
> (Note that in the mockup, only the priority is editable, but anything
> could be editable... I guess it would be a "Format" setting in the
> "Display columns" box from the search builder...)
>
> So my question is:
>
>  1. has anyone done anything like this?
>  2. if not, how much time would you think this would take to implement?
>  3. ... and how would you go around implementing it?
>
> Thank you for any input,
>
> --
> La guerre, c'est le massacre d'hommes qui ne se connaissent pas,
> au profit d'hommes qui se connaissent mais ne se massacreront pas.
>                        - Paul Val?ry
>
> -----BEGIN PGP SIGNATURE-----
> Version: GnuPG v1.4.6 (GNU/Linux)
>
> iD8DBQFII0GHWGBzs0AjcC8RAkrvAJ0dAqWx4FGNfHvP3BEGo20JblXhYwCcDify
> +5ZtGXEljzBhhlRt6/CCnQE=
> =FU4h
> -----END PGP SIGNATURE-----
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
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From bartosz.cisek at pwr.wroc.pl  Sat May 10 09:38:02 2008
From: bartosz.cisek at pwr.wroc.pl (Bartosz Cisek)
Date: Sat, 10 May 2008 15:38:02 +0200
Subject: [rt-users] LDAP integration
In-Reply-To: <48247185.1050703@ias.edu>
References: <482461F1.1050805@pwr.edu.pl> <48247185.1050703@ias.edu>
Message-ID: <4825A53A.20801@pwr.edu.pl>

Alan Cheng napisa?(a):
> I would like to add the information back to the mailing list.  Earlier 
> this week I communicated with Mike Peachey directly because I wasn't on 
> RT-User mailing list yet.  I ran into the very same problem against Sun 
> Directory Server 5.2 Q4.
> 
> Bartosz - out of my curiosity, what LDAP backend are you using?

Sun One Directory Server 5.x. I can't remember exact version, I only use it.

Bartek
-- 
Bartosz Cisek <bartosz.cisek [at] pwr.wroc.pl>
tel.: +48 71 320 45 60



From killian.de.volder at scarlet.be  Sat May 10 13:38:35 2008
From: killian.de.volder at scarlet.be (Killian De Volder)
Date: Sat, 10 May 2008 19:38:35 +0200
Subject: [rt-users] Broken CSS (and others)
Message-ID: <4825DD9B.8040104@scarlet.be>

Hi,

I manually installed RT-3.6.6 on lighttpd.
I configured fast_cgi, and it seems to work:
I can log in , i can insert a ticket, end I get the homepage "RT at a glace".

However it looks quite dull: main-squished.css is missing from the server.
Also, I can't logout, open a ticket, or click any other page.
I always get the home-page.

Is it possible that rt needs write access to the entire folder that has NoAuth in it ?
(I'd really not like to give more permissions then needed.)
Or is there something else going on ?

Greetings,
Killian


From jesse at bestpractical.com  Sat May 10 13:51:16 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sat, 10 May 2008 13:51:16 -0400
Subject: [rt-users] Broken CSS (and others)
In-Reply-To: <4825DD9B.8040104@scarlet.be>
References: <4825DD9B.8040104@scarlet.be>
Message-ID: <20080510175116.GC12194@bestpractical.com>


Are you sure you've satisfied all of RT's perl dependencies? (Do you
have CSS::Squish)
Are you sure you've told lighttpd to serve out everything under RT's
root through mason? (Do dhandlers work correctly for you?)


On Sat, May 10, 2008 at 07:38:35PM +0200, Killian De Volder wrote:
> Hi,
> 
> I manually installed RT-3.6.6 on lighttpd.
> I configured fast_cgi, and it seems to work:
> I can log in , i can insert a ticket, end I get the homepage "RT at a glace".
> 
> However it looks quite dull: main-squished.css is missing from the server.
> Also, I can't logout, open a ticket, or click any other page.
> I always get the home-page.
> 
> Is it possible that rt needs write access to the entire folder that has NoAuth in it ?
> (I'd really not like to give more permissions then needed.)
> Or is there something else going on ?
> 
> Greetings,
> Killian
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 

-- 


From ntyni+rt-users at mappi.helsinki.fi  Sat May 10 14:47:06 2008
From: ntyni+rt-users at mappi.helsinki.fi (Niko Tyni)
Date: Sat, 10 May 2008 21:47:06 +0300
Subject: [rt-users] MySQL error on 3.6.6
In-Reply-To: <ace41e70805091340l7abded44k5e864563616e8cb8@mail.gmail.com>
References: <4824AD25.6010908@gmail.com>
	<589c94400805091313l752c0bbejbae390027b8655b1@mail.gmail.com>
	<ace41e70805091340l7abded44k5e864563616e8cb8@mail.gmail.com>
Message-ID: <20080510184706.GB4408@rebekka>

On Fri, May 09, 2008 at 03:40:25PM -0500, Jay Kline wrote:
> That was it. I backported the package from debian testing to stable,
> and naively assumed that the right dependencies were defined in the
> package; they are not.

We do try to get them right, please file a bug so we know what to fix.
The libdbd-mysql-dependency seems to be in line with
sbin/rt-test-dependencies.in.
-- 
Niko Tyni   ntyni at debian.org


From killian.de.volder at scarlet.be  Sat May 10 15:03:41 2008
From: killian.de.volder at scarlet.be (Killian De Volder)
Date: Sat, 10 May 2008 21:03:41 +0200
Subject: [rt-users] Broken CSS (and others)
In-Reply-To: <20080510175116.GC12194@bestpractical.com>
References: <4825DD9B.8040104@scarlet.be>
	<20080510175116.GC12194@bestpractical.com>
Message-ID: <4825F18D.3070408@scarlet.be>

Jesse Vincent wrote:
> Are you sure you've satisfied all of RT's perl dependencies? (Do you
> have CSS::Squish)
make testdeps:
...
CSS::Squish >=0.06...found
...
Everything was found.

> Are you sure you've told lighttpd to serve out everything under RT's
> root through mason? (Do dhandlers work correctly for you?)
Everything .... odd system :) let me see ..
Don't know, let me check ...
Ok i change the handler to .rt_cgi and changed the mapping
(as in:
	fastcgi.map-extensions = (
         ".html" => ".rt_cgi",
and
	fastcgi.server = ( ".html" => etz
)
According to this: http://trac.lighttpd.net/trac/wiki/RequestTracker
dhanderls are NOT handled ...
Let me add them.
ok dhandler now redirects me to the home-page.
I also tried letting everything be handled by mason (as you requested)
however, then pictures disapear, and it still doesn't work.

Thanks for the suggest.
Do you happen to have more ?

Greetings

> 
> 
> On Sat, May 10, 2008 at 07:38:35PM +0200, Killian De Volder wrote:
>> Hi,
>>
>> I manually installed RT-3.6.6 on lighttpd.
>> I configured fast_cgi, and it seems to work:
>> I can log in , i can insert a ticket, end I get the homepage "RT at a glace".
>>
>> However it looks quite dull: main-squished.css is missing from the server.
>> Also, I can't logout, open a ticket, or click any other page.
>> I always get the home-page.
>>
>> Is it possible that rt needs write access to the entire folder that has NoAuth in it ?
>> (I'd really not like to give more permissions then needed.)
>> Or is there something else going on ?
>>
>> Greetings,
>> Killian
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
>>
> 



From jesse at bestpractical.com  Sat May 10 18:08:00 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sat, 10 May 2008 18:08:00 -0400
Subject: [rt-users] Broken CSS (and others)
In-Reply-To: <4825F18D.3070408@scarlet.be>
References: <4825DD9B.8040104@scarlet.be>
	<20080510175116.GC12194@bestpractical.com>
	<4825F18D.3070408@scarlet.be>
Message-ID: <0828133C-DE75-401F-9F4D-F46561344A63@bestpractical.com>

>
> I also tried letting everything be handled by mason (as you requested)
> however, then pictures disapear, and it still doesn't work.

Ok. Letting _everything_ be handled by mason is the right thing.  
Anything else _will_ result in failures of one sort or another. (It's  
ok to use an optional special rule to pass through /NoAuth/images/)

When you do that and try to load

/NoAuth/images/bplogo.gif in your browser, what do you get?



> Thanks for the suggest.
> Do you happen to have more ?
>
> Greetings
>
>> On Sat, May 10, 2008 at 07:38:35PM +0200, Killian De Volder wrote:
>>> Hi,
>>>
>>> I manually installed RT-3.6.6 on lighttpd.
>>> I configured fast_cgi, and it seems to work:
>>> I can log in , i can insert a ticket, end I get the homepage "RT  
>>> at a glace".
>>>
>>> However it looks quite dull: main-squished.css is missing from the  
>>> server.
>>> Also, I can't logout, open a ticket, or click any other page.
>>> I always get the home-page.
>>>
>>> Is it possible that rt needs write access to the entire folder  
>>> that has NoAuth in it ?
>>> (I'd really not like to give more permissions then needed.)
>>> Or is there something else going on ?
>>>
>>> Greetings,
>>> Killian
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Community help: http://wiki.bestpractical.com
>>> Commercial support: sales at bestpractical.com
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly  
>>> Media. Buy a copy at http://rtbook.bestpractical.com
>>>
>

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From killian.de.volder at scarlet.be  Sun May 11 01:23:48 2008
From: killian.de.volder at scarlet.be (Killian De Volder)
Date: Sun, 11 May 2008 07:23:48 +0200
Subject: [rt-users] Broken CSS (and others)
In-Reply-To: <0828133C-DE75-401F-9F4D-F46561344A63@bestpractical.com>
References: <4825DD9B.8040104@scarlet.be>
	<20080510175116.GC12194@bestpractical.com>
	<4825F18D.3070408@scarlet.be>
	<0828133C-DE75-401F-9F4D-F46561344A63@bestpractical.com>
Message-ID: <482682E4.2050204@scarlet.be>

Jesse Vincent wrote:
>>
>> I also tried letting everything be handled by mason (as you requested)
>> however, then pictures disapear, and it still doesn't work.
> 
> Ok. Letting _everything_ be handled by mason is the right thing. 
> Anything else _will_ result in failures of one sort or another. (It's ok 
> to use an optional special rule to pass through /NoAuth/images/)
> 
> When you do that and try to load
> 
> /NoAuth/images/bplogo.gif in your browser, what do you get?
Without passing _everything_ => A nice image of Best-Practises
With passing _everything_ I still get an image .... odd :)

When everything is passed, the top image refers to : 
http://192.168.123.99/NoAuth/images//bplogo.gif

I also tried just setting chmod 777 on every file, didn't help.
I now also tried to use the differnt RT "localhost" settings (symlinks, RT-installation 
folder and /opt/rt3).
They all have the same symptons.
> 
> 
> 
>> Thanks for the suggest.
>> Do you happen to have more ?
>>
>> Greetings
>>
>>> On Sat, May 10, 2008 at 07:38:35PM +0200, Killian De Volder wrote:
>>>> Hi,
>>>>
>>>> I manually installed RT-3.6.6 on lighttpd.
>>>> I configured fast_cgi, and it seems to work:
>>>> I can log in , i can insert a ticket, end I get the homepage "RT at 
>>>> a glace".
>>>>
>>>> However it looks quite dull: main-squished.css is missing from the 
>>>> server.
>>>> Also, I can't logout, open a ticket, or click any other page.
>>>> I always get the home-page.
>>>>
>>>> Is it possible that rt needs write access to the entire folder that 
>>>> has NoAuth in it ?
>>>> (I'd really not like to give more permissions then needed.)
>>>> Or is there something else going on ?
>>>>
>>>> Greetings,
>>>> Killian
>>>> _______________________________________________
>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>>
>>>> Community help: http://wiki.bestpractical.com
>>>> Commercial support: sales at bestpractical.com
>>>>
>>>>
>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>
>>
> 



From jesse at bestpractical.com  Sun May 11 10:37:28 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sun, 11 May 2008 10:37:28 -0400
Subject: [rt-users] Broken CSS (and others)
In-Reply-To: <482682E4.2050204@scarlet.be>
References: <4825DD9B.8040104@scarlet.be>
	<20080510175116.GC12194@bestpractical.com>
	<4825F18D.3070408@scarlet.be>
	<0828133C-DE75-401F-9F4D-F46561344A63@bestpractical.com>
	<482682E4.2050204@scarlet.be>
Message-ID: <9229ED87-6E73-46C8-9043-FE8BAA654611@bestpractical.com>

>>

> Without passing _everything_ => A nice image of Best-Practises
> With passing _everything_ I still get an image .... odd :)
>

So images work?

> When everything is passed, the top image refers to : http://192.168.123.99/NoAuth/images//bplogo.gif

Is that wrong?

>
>
> I also tried just setting chmod 777 on every file, didn't help.

I'm now a little confused about what's still not working.
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From aditya.yadavalli at gmail.com  Sun May 11 13:55:41 2008
From: aditya.yadavalli at gmail.com (Yadavalli Aditya)
Date: Sun, 11 May 2008 23:25:41 +0530
Subject: [rt-users] RT Performance
Message-ID: <a069ead20805111055s738ffa3bk6da2c4baa6686cc8@mail.gmail.com>

HI All,

I am working on improving RT performance running on Oracle 10gR2 database.
At present viewing ticket is taking almost 8-12 seconds. Everything on the
database side looks OK. The database has got almost 1.5 Years of tickets
(around 500,000 in number ) most of them are having attachements (on an
average attachement size is 0.5 M) For improving the performance i am
thinking of implementing partitioning on RT tables such as Tickets,
Transactions, Attachments and so on... (Range-Hash partitioning )  i am
quite not sure whether this will help me right afterwards. If any one has
already implemented similar things... please share your experiences.

Thanks,
Aditya.
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From ktm at rice.edu  Sun May 11 17:04:11 2008
From: ktm at rice.edu (Kenneth Marshall)
Date: Sun, 11 May 2008 16:04:11 -0500
Subject: [rt-users] RT Performance
In-Reply-To: <a069ead20805111055s738ffa3bk6da2c4baa6686cc8@mail.gmail.com>
References: <a069ead20805111055s738ffa3bk6da2c4baa6686cc8@mail.gmail.com>
Message-ID: <20080511210411.GA20320@it.is.rice.edu>

Not to squash your hopes, but have you done any profiling to
determine where the slow points are located? You may want to
turn on exhausting logging and perform a ticket view and check
the performance of each query issued. If you have large attachments
the problem may be in the presentation of those attachments and
your partitioning will not really help. You could get a rough idea
by just checking the view times for a new ticket both with and without
an attachment. Good luck.

Cheers,
Ken

On Sun, May 11, 2008 at 11:25:41PM +0530, Yadavalli Aditya wrote:
> HI All,
> 
> I am working on improving RT performance running on Oracle 10gR2 database.
> At present viewing ticket is taking almost 8-12 seconds. Everything on the
> database side looks OK. The database has got almost 1.5 Years of tickets
> (around 500,000 in number ) most of them are having attachements (on an
> average attachement size is 0.5 M) For improving the performance i am
> thinking of implementing partitioning on RT tables such as Tickets,
> Transactions, Attachments and so on... (Range-Hash partitioning )  i am
> quite not sure whether this will help me right afterwards. If any one has
> already implemented similar things... please share your experiences.
> 
> Thanks,
> Aditya.

> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com


From johan.baarman at citec.fi  Mon May 12 03:11:35 2008
From: johan.baarman at citec.fi (Johan Baarman)
Date: Mon, 12 May 2008 10:11:35 +0300
Subject: [rt-users] Scrip to add watchers from mail body
Message-ID: <C44DC857.D9C%johan.baarman@citec.fi>

Hi list,

I?m trying to create a scip that will add several watchers from a mail body
on ticket creation. It works alright for the first line but can?t get it to
add several watchers. I?ve followed
http://wiki.bestpractical.com/view/SetTicketPropertiesViaMail but I?m not
too confident with perl to get it work.


My message body looks like this:

Set-CC:john.doe at mycompany.com
Set-CC:marcus.whatever at mycompany.com
Set-CC:brian.surname at mycompany.com


And my scrip looks like:

my $AttachObj = $self->TransactionObj->Attachments->First;
# go out if content is not text!
unless( $AttachObj->ContentType =~ /^text/ ) {
     return 1;
}

my $content = $AttachObj->Content;
if( $content =~ m/^\QSet-CC:\E\s*(\S+)\s*$/m ) {
      $self->TicketObj->AddWatcher( Type => "Cc", Email => $1);
}

# strip special commands from email content
$content =~ s/^\QSet-CC:\E\s*(\S+)\s*$//gm;

# silently overwrite attachment content
$AttachObj->__Set( Field => 'Content', Value => $content );
1;

I guess I should make the scrip go through each line but don?t know how?

Thank in advance
Johan
###########################################

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From divan.santana at gmail.com  Mon May 12 07:13:08 2008
From: divan.santana at gmail.com (Divan Santana)
Date: Mon, 12 May 2008 13:13:08 +0200
Subject: [rt-users] Report for turnaround time
Message-ID: <200805121313.08521.Divan.Santana@gmail.com>

Hello All,

I know this question must have been asked.

I have been searching plenty but no luck and wanted to try ask the mailing 
list :)

I am trying to pull a report for a very important stat for the customer. 
What is the average time for a ticket to be resolved from the time it was 
created ?

It would be nice if it could exclude time that the ticket was stalled for but 
I would settle for anything right now.

I am using rt 3.6.1.
Can this be done in excel once exported from RT?

I am no developer so hopefully there is a method that is not too complicated.

Any advise please is welcomed.
--
Divan Santana

Gtalk/MSN:              Divan.Santana at GMail.com
Skype:                  DivanSantana


Love God, Love People, Love Life!



From jesse at bestpractical.com  Mon May 12 08:47:03 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 12 May 2008 08:47:03 -0400
Subject: [rt-users] Report for turnaround time
In-Reply-To: <200805121313.08521.Divan.Santana@gmail.com>
References: <200805121313.08521.Divan.Santana@gmail.com>
Message-ID: <8DF6CB47-5451-4DBB-926B-0A8DFF75B17E@bestpractical.com>

http://code.bestpractical.com/bps-public/RT-Extension-ActivityReports/

may have something useful to you.

-j

On May 12, 2008, at 7:13 AM, Divan Santana wrote:

> Hello All,
>
> I know this question must have been asked.
>
> I have been searching plenty but no luck and wanted to try ask the  
> mailing
> list :)
>
> I am trying to pull a report for a very important stat for the  
> customer.
> What is the average time for a ticket to be resolved from the time  
> it was
> created ?
>
> It would be nice if it could exclude time that the ticket was  
> stalled for but
> I would settle for anything right now.
>
> I am using rt 3.6.1.
> Can this be done in excel once exported from RT?
>
> I am no developer so hopefully there is a method that is not too  
> complicated.
>
> Any advise please is welcomed.
> --
> Divan Santana
>
> Gtalk/MSN:              Divan.Santana at GMail.com
> Skype:                  DivanSantana
>
>
> Love God, Love People, Love Life!
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>

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From darren at dazza.org  Mon May 12 13:53:20 2008
From: darren at dazza.org (Darren Nickerson)
Date: Mon, 12 May 2008 13:53:20 -0400
Subject: [rt-users] How to flag neglected tickets for support engineer
	response??
Message-ID: <004f01c8b459$16a10700$4e0a000a@dazzalap>

Folks,

We've been using RT for some time now, and have managed to get by with pretty much a stock configuration. Our support reps are starting to get lost in a sea of tickets though, where only the most recently 'alive' tickets get attended to, and lots of important ones drop off their radar. We're looking to take advantage of some of the fancy hooks, bells and whistles that are possible due to RT's open architecture.

Our objective is to flag tickets that require a support engineer response somehow. Our criteria for determining which tickets require a response might be, for example, tickets where the last comment or correspondence was not from someone in the RT group "Support". In theory, that would mean that the customer (or other interested parties in the cc: list) were the last ones to update the ticket, and the ball is now in our court.

Our preliminary research suggests that we might be able to invoke RT::Search::FromSQL from rt-crontool and use that to locate tickets matching the above condition, and "do something" to those tickets.  We're not sure what "do something" means, but it might mean setting a custom field (Ruslan says custom statuses are bad ;-)) or something similar. Where we really hit a wall is how to prioritize these items in the "RT at a glance" page as needing a response from us. Is it possible to colorize the tickets red, perhaps?

Essentially what we need is a 'Customer Pending' and 'Support Pending' designation that will allow us to flag "Support Pending" tickets for support engineer attention. This seems like a common problem ... does anyone have any recipes/solutions/tips that might help? All advice welcomed!

-Darren

 
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From Dominic.Lepiane at ptgrey.com  Mon May 12 14:24:45 2008
From: Dominic.Lepiane at ptgrey.com (Dominic Lepiane)
Date: Mon, 12 May 2008 11:24:45 -0700
Subject: [rt-users] How to flag neglected tickets for support
	engineer	response??
In-Reply-To: <004f01c8b459$16a10700$4e0a000a@dazzalap>
References: <004f01c8b459$16a10700$4e0a000a@dazzalap>
Message-ID: <CBBF65F82D50294190C8F76CA267464274BFA6C8@rosser.pointgrey.local>

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf
> Of Darren Nickerson
> Sent: Monday, May 12, 2008 10:53 AM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] How to flag neglected tickets for support
> engineer response??
>
> Folks,
>
> We've been using RT for some time now, and have managed to
> get by with pretty much a stock configuration. Our support
> reps are starting to get lost in a sea of tickets though,
> where only the most recently 'alive' tickets get attended to,
> and lots of important ones drop off their radar. We're
> looking to take advantage of some of the fancy hooks, bells
> and whistles that are possible due to RT's open architecture.
>
> Our objective is to flag tickets that require a support
> engineer response somehow. Our criteria for determining which
> tickets require a response might be, for example, tickets
> where the last comment or correspondence was not from someone
> in the RT group "Support". In theory, that would mean that
> the customer (or other interested parties in the cc: list)
> were the last ones to update the ticket, and the ball is now
> in our court.
>
> Our preliminary research suggests that we might be able to
> invoke RT::Search::FromSQL from rt-crontool and use that to
> locate tickets matching the above condition, and "do
> something" to those tickets.  We're not sure what "do
> something" means, but it might mean setting a custom field
> (Ruslan says custom statuses are bad ;-)) or something
> similar. Where we really hit a wall is how to prioritize
> these items in the "RT at a glance" page as needing a
> response from us. Is it possible to colorize the tickets red, perhaps?
>
> Essentially what we need is a 'Customer Pending' and 'Support
> Pending' designation that will allow us to flag "Support
> Pending" tickets for support engineer attention. This seems
> like a common problem ... does anyone have any
> recipes/solutions/tips that might help? All advice welcomed!
>
> -Darren
>

Hi Darren,

We have the same problem here.  Large amounts of tickets are pending and we need to be able to identify which ones are customer-last-commented vs. staff-last-commented.  Currently, we do this outside RT and have MySQL queries run from a PHP web page that query the RT database for this info.  And it is a big ugly query (see below).

This was all done before I started here (I didn't do it!) so if there's some sane way of handling this in RT, I'm all ears.  Barring that, maybe this query can help you.

"SELECT
`Tickets`.`id` AS '".$db_col1."',
`Tickets`.`Subject` AS '".$db_col2."',
DATE_SUB(`Tickets`.`Told` ,  INTERVAL 8  HOUR  ) AS '".$db_col3."',
DATE_SUB(`Tickets`.`LastUpdated` ,  INTERVAL 8  HOUR  ) AS '".$db_col7."',
$hours_waiting AS '".$db_col8."',
`Users1`.`RealName` AS '".$db_col4."',
SUBSTRING( MAX( CONCAT( LPAD(Transactions.id,8,'0'), Users2.EmailAddress   ) ) , 9 ) AS '".$db_col10."',
$pgr_last AS '".$db_col9."',
IF(UNIX_TIMESTAMP(`Tickets`.`Told`)<UNIX_TIMESTAMP(`Tickets`.`LastUpdated`),1,0) AS '".$db_col11."',
IF(!$pgr_last,
   IF($hours_waiting > 20,1.0,IF($hours_waiting > 8,2.0,IF(ISNULL(`Tickets`.`Told`),2.0,3.0))),
   IF($hours_waiting > 200,1.5,IF($hours_waiting > 48,2.0,IF($hours_waiting > 24, 3.0, IF(ISNULL(`Tickets`.`Told`),2.0,4.0))))
   ) AS Priority

FROM  `Tickets` , `Queues`, `Users` AS `Users1`, `Users` AS `Users2`, Transactions
WHERE
(
`Tickets`.`Status`  =  'new' OR
`Tickets`.`Status`  =  'open'
) AND
`Tickets`.`Queue` =`Queues`.`id` AND
`Queues`.`Name` = 'PGR Support' AND
`Users1`.`id` = `Tickets`.`Owner` AND
`Users2`.`id` = `Transactions`.`Creator` AND
(`Users2`.`EmailAddress` NOT LIKE '%@ptgrey.com%' OR
`Users2`.`EmailAddress` LIKE '%@ptgrey.com%') AND
Transactions.ObjectId = Tickets.id AND
((Transactions.Type = 'Correspond') OR
 (Transactions.Type = 'Create' ))
GROUP BY Tickets.id
ORDER BY Priority, '$db_col8' DESC";



Dominic Lepiane



From shannon_adams68 at yahoo.com  Mon May 12 15:09:43 2008
From: shannon_adams68 at yahoo.com (Shannon Adams)
Date: Mon, 12 May 2008 12:09:43 -0700 (PDT)
Subject: [rt-users] RT 3.6.6 Install on FC8 (Apache problems)
Message-ID: <992165.8119.qm@web52912.mail.re2.yahoo.com>

I am stuck on the Apache configuration.  When I try to start httpd, it fails ("service httpd start").  The log shows:

[Mon May 12 10:55:15 2008] [error] Could not create '/opt/rt3/var/mason_data/obj/.__obj_create_marker': Permission denied\nStack:\n  [/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Interp.pm:222]\n  [/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Interp.pm:169]\n  [/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Interp.pm:155]\n  [/usr/lib/perl5/vendor_perl/5.8.8/Class/Container.pm:329]\n  [/usr/lib/perl5/vendor_perl/5.8.8/Class/Container.pm:53]\n  [/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/ApacheHandler.pm:633]\n  [/opt/rt3/lib/RT/Interface/Web/Handler.pm:173]\n  [/opt/rt3/lib/RT/Interface/Web/Handler.pm:137]\n  [/opt/rt3/bin/webmux.pl:89]\nCompilation failed in require at (eval 2) line 1.\n
[Mon May 12 10:55:15 2008] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server itadmin_test.bigrocksports.com:0, exiting...

Here is my /etc/httpd/conf.d/rt3.conf:

<VirtualHost *>
  ServerName itadmin_test.bigrocksports.com
  ServerAlias rtbak.bigrocksports.com
  DocumentRoot /opt/rt3/share/html

  AddDefaultCharset UTF-8
  PerlModule Apache::DBI
  PerlRequire /opt/rt3/bin/webmux.pl

  <Location /rt3>
  SetHandler perl-script
  PerlHandler RT::Mason
  </Location>
</VirtualHost>

Looks like I have two problems based on the logs?  First, permissions on the "/opt/rt3/var/mason_data/obj/" directory.  What should the owner/permissions be?  Secondly, "Can't load Perl file".  All the dependencies passed during the install and I know perl is installed.

I am stuck.  Thanks for any help.

Shannon



      ____________________________________________________________________________________
Be a better friend, newshound, and 
know-it-all with Yahoo! Mobile.  Try it now.  http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ


From gdunn01 at harris.com  Mon May 12 15:18:07 2008
From: gdunn01 at harris.com (Graham Dunn)
Date: Mon, 12 May 2008 15:18:07 -0400
Subject: [rt-users] How to flag neglected tickets for support engineer
	response??
In-Reply-To: <CBBF65F82D50294190C8F76CA267464274BFA6C8@rosser.pointgrey.local>
References: <004f01c8b459$16a10700$4e0a000a@dazzalap>
	<CBBF65F82D50294190C8F76CA267464274BFA6C8@rosser.pointgrey.local>
Message-ID: <g0a55e$6g1$1@ger.gmane.org>

Dominic Lepiane wrote:
[snip]
> 
> Hi Darren,
> 
> We have the same problem here.  Large amounts of tickets are pending and we need to be able to identify which ones are customer-last-commented vs. staff-last-commented.  Currently, we do this outside RT and have MySQL queries run from a PHP web page that query the RT database for this info.  And it is a big ugly query (see below).

We have our support staff mark tickets as "stalled" when they reply to a 
customer. Then when the customer replies, the ticket is automatically 
brought back to life.



From kellermg at potsdam.edu  Mon May 12 15:33:05 2008
From: kellermg at potsdam.edu (Matthew Keller)
Date: 12 May 2008 15:33:05 -0400
Subject: [rt-users] RT 3.6.6 Install on FC8 (Apache problems)
In-Reply-To: <992165.8119.qm@web52912.mail.re2.yahoo.com>
References: <992165.8119.qm@web52912.mail.re2.yahoo.com>
Message-ID: <1210620785.3412.13.camel@mlap>

The user running apache (normally 'apache' or 'httpd') needs to be able
to write to the mason_data and session_data folders in /opt/rt3/var/

On Mon, 2008-05-12 at 12:09 -0700, Shannon Adams wrote:
> I am stuck on the Apache configuration.  When I try to start httpd, it fails ("service httpd start").  The log shows:
> 
> [Mon May 12 10:55:15 2008] [error] Could not create '/opt/rt3/var/mason_data/obj/.__obj_create_marker': Permission denied\nStack:\n  [/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Interp.pm:222]\n  [/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Interp.pm:169]\n  [/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Interp.pm:155]\n  [/usr/lib/perl5/vendor_perl/5.8.8/Class/Container.pm:329]\n  [/usr/lib/perl5/vendor_perl/5.8.8/Class/Container.pm:53]\n  [/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/ApacheHandler.pm:633]\n  [/opt/rt3/lib/RT/Interface/Web/Handler.pm:173]\n  [/opt/rt3/lib/RT/Interface/Web/Handler.pm:137]\n  [/opt/rt3/bin/webmux.pl:89]\nCompilation failed in require at (eval 2) line 1.\n
> [Mon May 12 10:55:15 2008] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server itadmin_test.bigrocksports.com:0, exiting...
> 
> Here is my /etc/httpd/conf.d/rt3.conf:
> 
> <VirtualHost *>
>   ServerName itadmin_test.bigrocksports.com
>   ServerAlias rtbak.bigrocksports.com
>   DocumentRoot /opt/rt3/share/html
> 
>   AddDefaultCharset UTF-8
>   PerlModule Apache::DBI
>   PerlRequire /opt/rt3/bin/webmux.pl
> 
>   <Location /rt3>
>   SetHandler perl-script
>   PerlHandler RT::Mason
>   </Location>
> </VirtualHost>
> 
> Looks like I have two problems based on the logs?  First, permissions on the "/opt/rt3/var/mason_data/obj/" directory.  What should the owner/permissions be?  Secondly, "Can't load Perl file".  All the dependencies passed during the install and I know perl is installed.
> 
> I am stuck.  Thanks for any help.
> 
> Shannon
> 
> 
> 
>       ____________________________________________________________________________________
> Be a better friend, newshound, and 
> know-it-all with Yahoo! Mobile.  Try it now.  http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From KFCrocker at lbl.gov  Mon May 12 18:32:36 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 12 May 2008 15:32:36 -0700
Subject: [rt-users] How to flag neglected tickets for support	engineer
 response??
In-Reply-To: <CBBF65F82D50294190C8F76CA267464274BFA6C8@rosser.pointgrey.local>
References: <004f01c8b459$16a10700$4e0a000a@dazzalap>
	<CBBF65F82D50294190C8F76CA267464274BFA6C8@rosser.pointgrey.local>
Message-ID: <4828C584.4000601@lbl.gov>

Dominic, Darren, & Graham,


	Hoe many tickets do you get a week? How many Queues do you have? What 
kind of support infrastructure have you set up? Depending on your 
answers, you might want to consider setting up a single queue for 
receiving ALL requests and then run some RT queries to select/sort those 
requests based on whatever criteria is most important and then move thos 
tickets to the support queue where the work can be done/documented by a 
member of the appropriate support group. there's a lot of work that goes 
into setting up the groups/privileges that will support a descent 
support infrastructure. I'll be glad to help as we went thru the same 
problems. We now have over 75 support queues that handle hundreds of 
tickets a month with the ability to review & prioritize/approve tickets 
for work as well as a QA Testing WorkFlow process as well. Let me know.


Kenn
LBNL

On 5/12/2008 11:24 AM, Dominic Lepiane wrote:
>> -----Original Message-----
>> From: rt-users-bounces at lists.bestpractical.com
>> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf
>> Of Darren Nickerson
>> Sent: Monday, May 12, 2008 10:53 AM
>> To: rt-users at lists.bestpractical.com
>> Subject: [rt-users] How to flag neglected tickets for support
>> engineer response??
>>
>> Folks,
>>
>> We've been using RT for some time now, and have managed to
>> get by with pretty much a stock configuration. Our support
>> reps are starting to get lost in a sea of tickets though,
>> where only the most recently 'alive' tickets get attended to,
>> and lots of important ones drop off their radar. We're
>> looking to take advantage of some of the fancy hooks, bells
>> and whistles that are possible due to RT's open architecture.
>>
>> Our objective is to flag tickets that require a support
>> engineer response somehow. Our criteria for determining which
>> tickets require a response might be, for example, tickets
>> where the last comment or correspondence was not from someone
>> in the RT group "Support". In theory, that would mean that
>> the customer (or other interested parties in the cc: list)
>> were the last ones to update the ticket, and the ball is now
>> in our court.
>>
>> Our preliminary research suggests that we might be able to
>> invoke RT::Search::FromSQL from rt-crontool and use that to
>> locate tickets matching the above condition, and "do
>> something" to those tickets.  We're not sure what "do
>> something" means, but it might mean setting a custom field
>> (Ruslan says custom statuses are bad ;-)) or something
>> similar. Where we really hit a wall is how to prioritize
>> these items in the "RT at a glance" page as needing a
>> response from us. Is it possible to colorize the tickets red, perhaps?
>>
>> Essentially what we need is a 'Customer Pending' and 'Support
>> Pending' designation that will allow us to flag "Support
>> Pending" tickets for support engineer attention. This seems
>> like a common problem ... does anyone have any
>> recipes/solutions/tips that might help? All advice welcomed!
>>
>> -Darren
>>
> 
> Hi Darren,
> 
> We have the same problem here.  Large amounts of tickets are pending and we need to be able to identify which ones are customer-last-commented vs. staff-last-commented.  Currently, we do this outside RT and have MySQL queries run from a PHP web page that query the RT database for this info.  And it is a big ugly query (see below).
> 
> This was all done before I started here (I didn't do it!) so if there's some sane way of handling this in RT, I'm all ears.  Barring that, maybe this query can help you.
> 
> "SELECT
> `Tickets`.`id` AS '".$db_col1."',
> `Tickets`.`Subject` AS '".$db_col2."',
> DATE_SUB(`Tickets`.`Told` ,  INTERVAL 8  HOUR  ) AS '".$db_col3."',
> DATE_SUB(`Tickets`.`LastUpdated` ,  INTERVAL 8  HOUR  ) AS '".$db_col7."',
> $hours_waiting AS '".$db_col8."',
> `Users1`.`RealName` AS '".$db_col4."',
> SUBSTRING( MAX( CONCAT( LPAD(Transactions.id,8,'0'), Users2.EmailAddress   ) ) , 9 ) AS '".$db_col10."',
> $pgr_last AS '".$db_col9."',
> IF(UNIX_TIMESTAMP(`Tickets`.`Told`)<UNIX_TIMESTAMP(`Tickets`.`LastUpdated`),1,0) AS '".$db_col11."',
> IF(!$pgr_last,
>    IF($hours_waiting > 20,1.0,IF($hours_waiting > 8,2.0,IF(ISNULL(`Tickets`.`Told`),2.0,3.0))),
>    IF($hours_waiting > 200,1.5,IF($hours_waiting > 48,2.0,IF($hours_waiting > 24, 3.0, IF(ISNULL(`Tickets`.`Told`),2.0,4.0))))
>    ) AS Priority
> 
> FROM  `Tickets` , `Queues`, `Users` AS `Users1`, `Users` AS `Users2`, Transactions
> WHERE
> (
> `Tickets`.`Status`  =  'new' OR
> `Tickets`.`Status`  =  'open'
> ) AND
> `Tickets`.`Queue` =`Queues`.`id` AND
> `Queues`.`Name` = 'PGR Support' AND
> `Users1`.`id` = `Tickets`.`Owner` AND
> `Users2`.`id` = `Transactions`.`Creator` AND
> (`Users2`.`EmailAddress` NOT LIKE '%@ptgrey.com%' OR
> `Users2`.`EmailAddress` LIKE '%@ptgrey.com%') AND
> Transactions.ObjectId = Tickets.id AND
> ((Transactions.Type = 'Correspond') OR
>  (Transactions.Type = 'Create' ))
> GROUP BY Tickets.id
> ORDER BY Priority, '$db_col8' DESC";
> 
> 
> 
> Dominic Lepiane
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 



From Dominic.Lepiane at ptgrey.com  Mon May 12 19:05:32 2008
From: Dominic.Lepiane at ptgrey.com (Dominic Lepiane)
Date: Mon, 12 May 2008 16:05:32 -0700
Subject: [rt-users] How to flag neglected tickets for support	engineer
 response??
In-Reply-To: <4828C584.4000601@lbl.gov>
References: <004f01c8b459$16a10700$4e0a000a@dazzalap>
	<CBBF65F82D50294190C8F76CA267464274BFA6C8@rosser.pointgrey.local>
	<4828C584.4000601@lbl.gov>
Message-ID: <CBBF65F82D50294190C8F76CA267464274BFA6E4@rosser.pointgrey.local>

We have two main support queues, one for support, one for RMA.  We handle about 50 new tickets a week and usually have just over 100 tickets open at any given time.  So we don't have a lot of support infrastructure, we have two people doing support plus they bring in various other people either from manufacturing for RMAs or from engineering / development for expert advice.

If we could move stuff in to a couple separate queues as they are worked on, that might simplify the support management and help us ensure nothing gets missed.  One of the things we look for in our custom query is how recently a ticket was active (as opposed to when it was opened).  We basically set priority based on that.

Dominic Lepiane


> -----Original Message-----
> From: Kenneth Crocker [mailto:KFCrocker at lbl.gov]
> Sent: Monday, May 12, 2008 3:33 PM
> To: Dominic Lepiane
> Cc: Darren Nickerson; rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] How to flag neglected tickets for
> support engineer response??
>
> Dominic, Darren, & Graham,
>
>
>         Hoe many tickets do you get a week? How many Queues
> do you have? What kind of support infrastructure have you set
> up? Depending on your answers, you might want to consider
> setting up a single queue for receiving ALL requests and then
> run some RT queries to select/sort those requests based on
> whatever criteria is most important and then move thos
> tickets to the support queue where the work can be
> done/documented by a member of the appropriate support group.
> there's a lot of work that goes into setting up the
> groups/privileges that will support a descent support
> infrastructure. I'll be glad to help as we went thru the same
> problems. We now have over 75 support queues that handle
> hundreds of tickets a month with the ability to review &
> prioritize/approve tickets for work as well as a QA Testing
> WorkFlow process as well. Let me know.
>
>
> Kenn
> LBNL
>
> On 5/12/2008 11:24 AM, Dominic Lepiane wrote:
> >> -----Original Message-----
> >> From: rt-users-bounces at lists.bestpractical.com
> >> [mailto:rt-users-bounces at lists.bestpractical.com] On
> Behalf Of Darren
> >> Nickerson
> >> Sent: Monday, May 12, 2008 10:53 AM
> >> To: rt-users at lists.bestpractical.com
> >> Subject: [rt-users] How to flag neglected tickets for support
> >> engineer response??
> >>
> >> Folks,
> >>
> >> We've been using RT for some time now, and have managed to get by
> >> with pretty much a stock configuration. Our support reps
> are starting
> >> to get lost in a sea of tickets though, where only the
> most recently
> >> 'alive' tickets get attended to, and lots of important
> ones drop off
> >> their radar. We're looking to take advantage of some of the fancy
> >> hooks, bells and whistles that are possible due to RT's open
> >> architecture.
> >>
> >> Our objective is to flag tickets that require a support engineer
> >> response somehow. Our criteria for determining which
> tickets require
> >> a response might be, for example, tickets where the last
> comment or
> >> correspondence was not from someone in the RT group "Support". In
> >> theory, that would mean that the customer (or other interested
> >> parties in the cc: list) were the last ones to update the
> ticket, and
> >> the ball is now in our court.
> >>
> >> Our preliminary research suggests that we might be able to invoke
> >> RT::Search::FromSQL from rt-crontool and use that to
> locate tickets
> >> matching the above condition, and "do something" to those
> tickets.
> >> We're not sure what "do something" means, but it might
> mean setting a
> >> custom field (Ruslan says custom statuses are bad ;-)) or
> something
> >> similar. Where we really hit a wall is how to prioritize
> these items
> >> in the "RT at a glance" page as needing a response from us. Is it
> >> possible to colorize the tickets red, perhaps?
> >>
> >> Essentially what we need is a 'Customer Pending' and 'Support
> >> Pending' designation that will allow us to flag "Support Pending"
> >> tickets for support engineer attention. This seems like a common
> >> problem ... does anyone have any recipes/solutions/tips that might
> >> help? All advice welcomed!
> >>
> >> -Darren
> >>
> >
> > Hi Darren,
> >
> > We have the same problem here.  Large amounts of tickets
> are pending and we need to be able to identify which ones are
> customer-last-commented vs. staff-last-commented.  Currently,
> we do this outside RT and have MySQL queries run from a PHP
> web page that query the RT database for this info.  And it is
> a big ugly query (see below).
> >
> > This was all done before I started here (I didn't do it!)
> so if there's some sane way of handling this in RT, I'm all
> ears.  Barring that, maybe this query can help you.
> >
> > "SELECT
> > `Tickets`.`id` AS '".$db_col1."',
> > `Tickets`.`Subject` AS '".$db_col2."', DATE_SUB(`Tickets`.`Told` ,
> > INTERVAL 8  HOUR  ) AS '".$db_col3."',
> > DATE_SUB(`Tickets`.`LastUpdated` ,  INTERVAL 8  HOUR  ) AS
> > '".$db_col7."', $hours_waiting AS '".$db_col8."',
> `Users1`.`RealName`
> > AS '".$db_col4."',
> > SUBSTRING( MAX( CONCAT( LPAD(Transactions.id,8,'0'),
> Users2.EmailAddress   ) ) , 9 ) AS '".$db_col10."',
> > $pgr_last AS '".$db_col9."',
> >
> IF(UNIX_TIMESTAMP(`Tickets`.`Told`)<UNIX_TIMESTAMP(`Tickets`.`LastUpda
> > ted`),1,0) AS '".$db_col11."', IF(!$pgr_last,
> >    IF($hours_waiting > 20,1.0,IF($hours_waiting >
> 8,2.0,IF(ISNULL(`Tickets`.`Told`),2.0,3.0))),
> >    IF($hours_waiting > 200,1.5,IF($hours_waiting >
> 48,2.0,IF($hours_waiting > 24, 3.0,
> IF(ISNULL(`Tickets`.`Told`),2.0,4.0))))
> >    ) AS Priority
> >
> > FROM  `Tickets` , `Queues`, `Users` AS `Users1`, `Users` AS
> `Users2`,
> > Transactions WHERE ( `Tickets`.`Status`  =  'new' OR
> > `Tickets`.`Status`  =  'open'
> > ) AND
> > `Tickets`.`Queue` =`Queues`.`id` AND
> > `Queues`.`Name` = 'PGR Support' AND
> > `Users1`.`id` = `Tickets`.`Owner` AND
> > `Users2`.`id` = `Transactions`.`Creator` AND
> (`Users2`.`EmailAddress`
> > NOT LIKE '%@ptgrey.com%' OR `Users2`.`EmailAddress` LIKE
> > '%@ptgrey.com%') AND Transactions.ObjectId = Tickets.id AND
> > ((Transactions.Type = 'Correspond') OR  (Transactions.Type
> = 'Create'
> > )) GROUP BY Tickets.id ORDER BY Priority, '$db_col8' DESC";
> >
> >
> >
> > Dominic Lepiane
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com Commercial support:
> > sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >
>
>


From martyn at invictawiz.com  Mon May 12 19:01:51 2008
From: martyn at invictawiz.com (Martyn Routley)
Date: Tue, 13 May 2008 00:01:51 +0100
Subject: [rt-users] ticket numbers
Message-ID: <4828CC5F.50300@invictawiz.com>

Hi
I am running RT 3.6.5 on Freebsd. "Recently" I don't know exactly when, 
the ticket numbers started to increment by 10 instead of 1. Anyone have 
any ideas as to what might have happened please?


Martyn Routley


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From KFCrocker at lbl.gov  Mon May 12 19:39:25 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 12 May 2008 16:39:25 -0700
Subject: [rt-users] How to flag neglected tickets for support	engineer
 response??
In-Reply-To: <CBBF65F82D50294190C8F76CA267464274BFA6E4@rosser.pointgrey.local>
References: <004f01c8b459$16a10700$4e0a000a@dazzalap>
	<CBBF65F82D50294190C8F76CA267464274BFA6C8@rosser.pointgrey.local>
	<4828C584.4000601@lbl.gov>
	<CBBF65F82D50294190C8F76CA267464274BFA6E4@rosser.pointgrey.local>
Message-ID: <4828D52D.3090700@lbl.gov>

Dominic,


	Do your support personnel work on tickets in both queues? What kind of 
notification scrip do you use or would like to have? What kind of 
administrative function(s) do you have right now or would like? With 
that info, I can help you get your queues set up for privileges and also 
  help you write an RT query that can replace what you are using. 
Depending on your notification needs, we can customize a few to put your 
support personnel on top of the tickets. What version of RT are you using?


Kenn
LBNL

On 5/12/2008 4:05 PM, Dominic Lepiane wrote:
> We have two main support queues, one for support, one for RMA.  We handle about 50 new tickets a week and usually have just over 100 tickets open at any given time.  So we don't have a lot of support infrastructure, we have two people doing support plus they bring in various other people either from manufacturing for RMAs or from engineering / development for expert advice.
> 
> If we could move stuff in to a couple separate queues as they are worked on, that might simplify the support management and help us ensure nothing gets missed.  One of the things we look for in our custom query is how recently a ticket was active (as opposed to when it was opened).  We basically set priority based on that.
> 
> Dominic Lepiane
> 
> 
>> -----Original Message-----
>> From: Kenneth Crocker [mailto:KFCrocker at lbl.gov]
>> Sent: Monday, May 12, 2008 3:33 PM
>> To: Dominic Lepiane
>> Cc: Darren Nickerson; rt-users at lists.bestpractical.com
>> Subject: Re: [rt-users] How to flag neglected tickets for
>> support engineer response??
>>
>> Dominic, Darren, & Graham,
>>
>>
>>         Hoe many tickets do you get a week? How many Queues
>> do you have? What kind of support infrastructure have you set
>> up? Depending on your answers, you might want to consider
>> setting up a single queue for receiving ALL requests and then
>> run some RT queries to select/sort those requests based on
>> whatever criteria is most important and then move thos
>> tickets to the support queue where the work can be
>> done/documented by a member of the appropriate support group.
>> there's a lot of work that goes into setting up the
>> groups/privileges that will support a descent support
>> infrastructure. I'll be glad to help as we went thru the same
>> problems. We now have over 75 support queues that handle
>> hundreds of tickets a month with the ability to review &
>> prioritize/approve tickets for work as well as a QA Testing
>> WorkFlow process as well. Let me know.
>>
>>
>> Kenn
>> LBNL
>>
>> On 5/12/2008 11:24 AM, Dominic Lepiane wrote:
>>>> -----Original Message-----
>>>> From: rt-users-bounces at lists.bestpractical.com
>>>> [mailto:rt-users-bounces at lists.bestpractical.com] On
>> Behalf Of Darren
>>>> Nickerson
>>>> Sent: Monday, May 12, 2008 10:53 AM
>>>> To: rt-users at lists.bestpractical.com
>>>> Subject: [rt-users] How to flag neglected tickets for support
>>>> engineer response??
>>>>
>>>> Folks,
>>>>
>>>> We've been using RT for some time now, and have managed to get by
>>>> with pretty much a stock configuration. Our support reps
>> are starting
>>>> to get lost in a sea of tickets though, where only the
>> most recently
>>>> 'alive' tickets get attended to, and lots of important
>> ones drop off
>>>> their radar. We're looking to take advantage of some of the fancy
>>>> hooks, bells and whistles that are possible due to RT's open
>>>> architecture.
>>>>
>>>> Our objective is to flag tickets that require a support engineer
>>>> response somehow. Our criteria for determining which
>> tickets require
>>>> a response might be, for example, tickets where the last
>> comment or
>>>> correspondence was not from someone in the RT group "Support". In
>>>> theory, that would mean that the customer (or other interested
>>>> parties in the cc: list) were the last ones to update the
>> ticket, and
>>>> the ball is now in our court.
>>>>
>>>> Our preliminary research suggests that we might be able to invoke
>>>> RT::Search::FromSQL from rt-crontool and use that to
>> locate tickets
>>>> matching the above condition, and "do something" to those
>> tickets.
>>>> We're not sure what "do something" means, but it might
>> mean setting a
>>>> custom field (Ruslan says custom statuses are bad ;-)) or
>> something
>>>> similar. Where we really hit a wall is how to prioritize
>> these items
>>>> in the "RT at a glance" page as needing a response from us. Is it
>>>> possible to colorize the tickets red, perhaps?
>>>>
>>>> Essentially what we need is a 'Customer Pending' and 'Support
>>>> Pending' designation that will allow us to flag "Support Pending"
>>>> tickets for support engineer attention. This seems like a common
>>>> problem ... does anyone have any recipes/solutions/tips that might
>>>> help? All advice welcomed!
>>>>
>>>> -Darren
>>>>
>>> Hi Darren,
>>>
>>> We have the same problem here.  Large amounts of tickets
>> are pending and we need to be able to identify which ones are
>> customer-last-commented vs. staff-last-commented.  Currently,
>> we do this outside RT and have MySQL queries run from a PHP
>> web page that query the RT database for this info.  And it is
>> a big ugly query (see below).
>>> This was all done before I started here (I didn't do it!)
>> so if there's some sane way of handling this in RT, I'm all
>> ears.  Barring that, maybe this query can help you.
>>> "SELECT
>>> `Tickets`.`id` AS '".$db_col1."',
>>> `Tickets`.`Subject` AS '".$db_col2."', DATE_SUB(`Tickets`.`Told` ,
>>> INTERVAL 8  HOUR  ) AS '".$db_col3."',
>>> DATE_SUB(`Tickets`.`LastUpdated` ,  INTERVAL 8  HOUR  ) AS
>>> '".$db_col7."', $hours_waiting AS '".$db_col8."',
>> `Users1`.`RealName`
>>> AS '".$db_col4."',
>>> SUBSTRING( MAX( CONCAT( LPAD(Transactions.id,8,'0'),
>> Users2.EmailAddress   ) ) , 9 ) AS '".$db_col10."',
>>> $pgr_last AS '".$db_col9."',
>>>
>> IF(UNIX_TIMESTAMP(`Tickets`.`Told`)<UNIX_TIMESTAMP(`Tickets`.`LastUpda
>>> ted`),1,0) AS '".$db_col11."', IF(!$pgr_last,
>>>    IF($hours_waiting > 20,1.0,IF($hours_waiting >
>> 8,2.0,IF(ISNULL(`Tickets`.`Told`),2.0,3.0))),
>>>    IF($hours_waiting > 200,1.5,IF($hours_waiting >
>> 48,2.0,IF($hours_waiting > 24, 3.0,
>> IF(ISNULL(`Tickets`.`Told`),2.0,4.0))))
>>>    ) AS Priority
>>>
>>> FROM  `Tickets` , `Queues`, `Users` AS `Users1`, `Users` AS
>> `Users2`,
>>> Transactions WHERE ( `Tickets`.`Status`  =  'new' OR
>>> `Tickets`.`Status`  =  'open'
>>> ) AND
>>> `Tickets`.`Queue` =`Queues`.`id` AND
>>> `Queues`.`Name` = 'PGR Support' AND
>>> `Users1`.`id` = `Tickets`.`Owner` AND
>>> `Users2`.`id` = `Transactions`.`Creator` AND
>> (`Users2`.`EmailAddress`
>>> NOT LIKE '%@ptgrey.com%' OR `Users2`.`EmailAddress` LIKE
>>> '%@ptgrey.com%') AND Transactions.ObjectId = Tickets.id AND
>>> ((Transactions.Type = 'Correspond') OR  (Transactions.Type
>> = 'Create'
>>> )) GROUP BY Tickets.id ORDER BY Priority, '$db_col8' DESC";
>>>
>>>
>>>
>>> Dominic Lepiane
>>>
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Community help: http://wiki.bestpractical.com Commercial support:
>>> sales at bestpractical.com
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.bestpractical.com
>>>
>>
> 



From shannon_adams68 at yahoo.com  Mon May 12 20:38:19 2008
From: shannon_adams68 at yahoo.com (Shannon Adams)
Date: Mon, 12 May 2008 17:38:19 -0700 (PDT)
Subject: [rt-users] RT 3.6.6 Install on FC8 (Apache problems)
Message-ID: <291842.44104.qm@web52904.mail.re2.yahoo.com>

In short, I have an old server running FC4 and RT 3.6.6.  I have installed a new server running FC8, but I am having trouble getting RT 3.6.6 running on it.  Here are some more details:

fc4 httpd version running Apache/2.0.54
fc8 httpd version running Apache/2.2.8 (Unix) 

The user running httpd on fc4 is "apache".  I am attempting to start httpd with "service httpd start" as root on fc8 - just as I do on fc4.  Permissions, owner, and group are exactly the same between the two machines starting at /opt/rt3.  For example, both servers show this for /opt/rt3/var/mason_data:

drwxr-xr-x 2 apache apache 4096 2008-05-12 10:16 cache 
drwxr-xr-x 2 apache apache 4096 2008-05-12 10:16 etc   
drwxr-xr-x 2 apache apache 4096 2008-05-12 10:16 obj   

However, when starting httpd on fc8, I get the message below.  It appears to be permissions related, but the permissions between the two servers starting at /opt/rt3 are exactly the same.  I would really appreciate any assistance.  This is driving me nuts!

Thanks,
Shannon

----- Original Message ----
From: Matthew Keller <kellermg at potsdam.edu>
To: Shannon Adams <shannon_adams68 at yahoo.com>
Cc: rt-users at lists.bestpractical.com
Sent: Monday, May 12, 2008 3:33:05 PM
Subject: Re: [rt-users] RT 3.6.6 Install on FC8 (Apache problems)

The user running apache (normally 'apache' or 'httpd') needs to be able
to write to the mason_data and session_data folders in /opt/rt3/var/

On Mon, 2008-05-12 at 12:09 -0700, Shannon Adams wrote:
> I am stuck on the Apache configuration.  When I try to start httpd, it fails ("service httpd start").  The log shows:
> 
> [Mon May 12 10:55:15 2008] [error] Could not create '/opt/rt3/var/mason_data/obj/.__obj_create_marker': Permission denied\nStack:\n  [/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Interp.pm:222]\n  [/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Interp.pm:169]\n  [/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Interp.pm:155]\n  [/usr/lib/perl5/vendor_perl/5.8.8/Class/Container.pm:329]\n  [/usr/lib/perl5/vendor_perl/5.8.8/Class/Container.pm:53]\n  [/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/ApacheHandler.pm:633]\n  [/opt/rt3/lib/RT/Interface/Web/Handler.pm:173]\n  [/opt/rt3/lib/RT/Interface/Web/Handler.pm:137]\n  [/opt/rt3/bin/webmux.pl:89]\nCompilation failed in require at (eval 2) line 1.\n
> [Mon May 12 10:55:15 2008] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server itadmin_test.bigrocksports.com:0, exiting...
> 
> Here is my /etc/httpd/conf.d/rt3.conf:
> 
> <VirtualHost *>
>   ServerName itadmin_test.bigrocksports.com
>   ServerAlias rtbak.bigrocksports.com
>   DocumentRoot /opt/rt3/share/html
> 
>   AddDefaultCharset UTF-8
>   PerlModule Apache::DBI
>   PerlRequire /opt/rt3/bin/webmux.pl
> 
>   <Location /rt3>
>   SetHandler perl-script
>   PerlHandler RT::Mason
>   </Location>
> </VirtualHost>
> 
> Looks like I have two problems based on the logs?  First, permissions on the "/opt/rt3/var/mason_data/obj/" directory.  What should the owner/permissions be?  Secondly, "Can't load Perl file".  All the dependencies passed during the install and I know perl is installed.
> 
> I am stuck.  Thanks for any help.
> 
> Shannon
> 
> 
> 
>       ____________________________________________________________________________________
> Be a better friend, newshound, and 
> know-it-all with Yahoo! Mobile.  Try it now.  http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com


      ____________________________________________________________________________________
Be a better friend, newshound, and 
know-it-all with Yahoo! Mobile.  Try it now.  http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ


From ruz at bestpractical.com  Mon May 12 21:05:22 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 13 May 2008 05:05:22 +0400
Subject: [rt-users] How to flag neglected tickets for support engineer
	response??
In-Reply-To: <004f01c8b459$16a10700$4e0a000a@dazzalap>
References: <004f01c8b459$16a10700$4e0a000a@dazzalap>
Message-ID: <589c94400805121805s7e2bf54dg664bc6842494259e@mail.gmail.com>

On Mon, May 12, 2008 at 9:53 PM, Darren Nickerson <darren at dazza.org> wrote:
> Folks,
>
> We've been using RT for some time now, and have managed to get by with
> pretty much a stock configuration. Our support reps are starting to get lost
> in a sea of tickets though, where only the most recently 'alive' tickets get
> attended to, and lots of important ones drop off their radar. We're looking
> to take advantage of some of the fancy hooks, bells and whistles that are
> possible due to RT's open architecture.
May be you want to look at SLA extension for RT that is available from
the CPAN. It will allow you to maintain Due dates according to last
user reply. As well you can use LinearEscalation together with it
autoset priotirties according to how much time left until Due date.

>
> Our objective is to flag tickets that require a support engineer response
> somehow. Our criteria for determining which tickets require a response might
> be, for example, tickets where the last comment or correspondence was not
> from someone in the RT group "Support". In theory, that would mean that the
> customer (or other interested parties in the cc: list) were the last ones to
> update the ticket, and the ball is now in our court.
SLA extension I mentioned above does this by flipping Due date. If you
define deadline of responses then Due date is set when requestor
updates and unset when owner replies. So tickets with close due dates
or overdue can be on the top if you'll order them by this field.

>
> Our preliminary research suggests that we might be able to invoke
> RT::Search::FromSQL from rt-crontool and use that to locate tickets matching
> the above condition, and "do something" to those tickets.  We're not sure
> what "do something" means, but it might mean setting a custom field (Ruslan
> says custom statuses are bad ;-)) or something similar. Where we really hit
> a wall is how to prioritize these items in the "RT at a glance" page as
> needing a response from us. Is it possible to colorize the tickets red,
> perhaps?
As we have implemented custom statuses and it's now configurable in
the config. I think it's ok now and we're going to maintain them and
improve. --Ruslan Zakirov :) You can quote this wherever you found
quote of my attacks against custom statuses I made a few years ago.

>
> Essentially what we need is a 'Customer Pending' and 'Support Pending'
> designation that will allow us to flag "Support Pending" tickets for support
> engineer attention. This seems like a common problem ... does anyone have
> any recipes/solutions/tips that might help? All advice welcomed!
As well you can use stalled ticket status as suggested below. And you
can automate this. You need scrip "On Owner Reply set Status stalled",
I think you can find all parts you need for this scrip on the wiki.

>
> -Darren
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From shannon_adams68 at yahoo.com  Mon May 12 22:56:31 2008
From: shannon_adams68 at yahoo.com (Shannon Adams)
Date: Mon, 12 May 2008 19:56:31 -0700 (PDT)
Subject: [rt-users] RT 3.6.6 Install on FC8 (Apache problems) Part 2
Message-ID: <886988.78472.qm@web52906.mail.re2.yahoo.com>

Okay, one problem solved.  I turned off SELINUX and now httpd starts without an error.

Now, everything seems to be setup correctly, but I cannot bring up the RT login page.  I can ping rtbak.xyzcorp.com, but when I try to browse to it, it just times out.  

Here is my rt3.conf:

Alias /rt3 "//opt/rt3/share/html"             
                                              
PerlModule Apache::DBI                        
PerlRequire /usr/sbin/webmux.pl               
                                              
<Directory /opt/rt3/share/html>               
  AllowOverride All                           
  Options ExecCGI FollowSymLinks              
  <IfModule mod_access.c>                     
    Order allow,deny                          
    Allow from all                            
  </IfModule>                                 
</Directory>                                  
                                              
<Location /rt>                                
  RewriteEngine On                            
  RedirectMatch permanent (.*)/$ $1/index.html
  AddDefaultCharset UTF-8                     
  SetHandler perl-script                      
  PerlHandler RT::Mason                       
</Location>                                   
                                              
<VirtualHost 10.9.10.251>                     
  ServerName itadmin_test              
  ServerAlias rtbak.xyzcorp.com  
  DocumentRoot /opt/rt3/share/html     
                                       
  AddDefaultCharset UTF-8              
  PerlModule Apache::DBI               
  PerlRequire /opt/rt3/bin/webmux.pl   
                                       
  <Location /rt3>                      
    SetHandler perl-script             
    PerlHandler RT::Mason              
  </Location>                          
                                       
</VirtualHost>                  

Among other settings, I have the following in my RTSiteConfig.pm:

Set($WebURL, 'http://rtbak.xyzcorp.com/');    
Set($WebBaseURL, 'http://rtbak.xyzcorp.com/');
                                                    
Set($LogToFile , 'debug');                          
Set($LogDir, '/opt/rt3/var/log');                   
Set($LogToFileNamed , "rt.log");                    

I have checked the rt.log and there is nothing in there.  Where do I look next to see why rtbak.xyzcorp.com or 10.9.10.251 is not bringing up the RT login page?

Thanks,
Shannon

----- Original Message ----
From: Shannon Adams <shannon_adams68 at yahoo.com>
Sent: Monday, May 12, 2008 8:38:19 PM
Subject: Re: [rt-users] RT 3.6.6 Install on FC8 (Apache problems)

In short, I have an old server running FC4 and RT 3.6.6.  I have installed a new server running FC8, but I am having trouble getting RT 3.6.6 running on it.  Here are some more details:

fc4 httpd version running Apache/2.0.54
fc8 httpd version running Apache/2.2.8 (Unix) 

The user running httpd on fc4 is "apache".  I am attempting to start httpd with "service httpd start" as root on fc8 - just as I do on fc4.  Permissions, owner, and group are exactly the same between the two machines starting at /opt/rt3.  For example, both servers show this for /opt/rt3/var/mason_data:

drwxr-xr-x 2 apache apache 4096 2008-05-12 10:16 cache 
drwxr-xr-x 2 apache apache 4096 2008-05-12 10:16 etc  
drwxr-xr-x 2 apache apache 4096 2008-05-12 10:16 obj  

However, when starting httpd on fc8, I get the message below.  It appears to be permissions related, but the permissions between the two servers starting at /opt/rt3 are exactly the same.  I would really appreciate any assistance.  This is driving me nuts!

Thanks,
Shannon


      ____________________________________________________________________________________
Be a better friend, newshound, and 
know-it-all with Yahoo! Mobile.  Try it now.  http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ


From cmsilva at mobicomp.com  Tue May 13 05:41:09 2008
From: cmsilva at mobicomp.com (Carlos Silva)
Date: Tue, 13 May 2008 10:41:09 +0100
Subject: [rt-users] Fetchmail and rt-mailgate
Message-ID: <48296235.5060101@mobicomp.com>

Hi all,

I'm interested in implementing ticket replies by email, and although 
ticket creation is a plus is not necessary.
As I have a big number of queues and other constraints I don't want to 
create a reply address for each queue.
Is it possible using the fetchmail and rt-mailgate method, to poll just 
one general email address, and RT sending the reply to the correct queue 
and ticket, as the ticket number is global and not queue related ?

Regards,
Carlos Silva


From mike.peachey at jennic.com  Tue May 13 05:45:07 2008
From: mike.peachey at jennic.com (Mike Peachey)
Date: Tue, 13 May 2008 10:45:07 +0100
Subject: [rt-users] Fetchmail and rt-mailgate
In-Reply-To: <48296235.5060101@mobicomp.com>
References: <48296235.5060101@mobicomp.com>
Message-ID: <48296323.1090107@jennic.com>

Carlos Silva wrote:
> Hi all,
> 
> I'm interested in implementing ticket replies by email, and although 
> ticket creation is a plus is not necessary.
> As I have a big number of queues and other constraints I don't want to 
> create a reply address for each queue.
> Is it possible using the fetchmail and rt-mailgate method, to poll just 
> one general email address, and RT sending the reply to the correct queue 
> and ticket, as the ticket number is global and not queue related ?

I may well be wrong, and I'm sure someone will correct me very quickly 
if I am, but I think the Queue you specify for the mailgate will only 
apply to new ticket creation meaning that if a ticket already exists and 
is in a different queue, the correspondence will be added and the ticket 
will remain in the queue it was in.

I may be wrong.
-- 
Kind Regards,

__________________________________________________

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
__________________________________________________


From G.E.Fowler at lboro.ac.uk  Tue May 13 05:17:46 2008
From: G.E.Fowler at lboro.ac.uk (Graeme Fowler)
Date: Tue, 13 May 2008 10:17:46 +0100
Subject: [rt-users] RT 3.6.6 Install on FC8 (Apache problems) Part 2
In-Reply-To: <886988.78472.qm@web52906.mail.re2.yahoo.com>
References: <886988.78472.qm@web52906.mail.re2.yahoo.com>
Message-ID: <1210670266.9736.25.camel@ernie.internal.graemef.net>

On Mon, 2008-05-12 at 19:56 -0700, Shannon Adams wrote:
> Okay, one problem solved.  I turned off SELINUX and now httpd starts without an error.

OK, that's one default removed...

> Now, everything seems to be setup correctly, but I cannot bring up the RT login page.  I can ping rtbak.xyzcorp.com, but when I try to browse to it, it just times out.  

Check your iptables config - by default it only permits access to the
SSH daemon after an installation. You could use system-config-firewall
to sort this, or simply edit /etc/sysconfig/iptables and then issue a
"service iptables restart".

Graeme



From cmsilva at mobicomp.com  Tue May 13 05:54:44 2008
From: cmsilva at mobicomp.com (Carlos Silva)
Date: Tue, 13 May 2008 10:54:44 +0100
Subject: [rt-users] Fetchmail and rt-mailgate
In-Reply-To: <48296323.1090107@jennic.com>
References: <48296235.5060101@mobicomp.com> <48296323.1090107@jennic.com>
Message-ID: <48296564.4010203@mobicomp.com>

Mike, you were right, that's it, thanks.

I've tried without having a "--queue" so I thought it wouldn't work, 
silly me.

Regards,
Carlos Silva

Mike Peachey wrote:
> Carlos Silva wrote:
>> Hi all,
>>
>> I'm interested in implementing ticket replies by email, and although 
>> ticket creation is a plus is not necessary.
>> As I have a big number of queues and other constraints I don't want to 
>> create a reply address for each queue.
>> Is it possible using the fetchmail and rt-mailgate method, to poll 
>> just one general email address, and RT sending the reply to the 
>> correct queue and ticket, as the ticket number is global and not queue 
>> related ?
> 
> I may well be wrong, and I'm sure someone will correct me very quickly 
> if I am, but I think the Queue you specify for the mailgate will only 
> apply to new ticket creation meaning that if a ticket already exists and 
> is in a different queue, the correspondence will be added and the ticket 
> will remain in the queue it was in.
> 
> I may be wrong.


From barnesaw at ucrwcu.rwc.uc.edu  Tue May 13 09:09:18 2008
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Tue, 13 May 2008 09:09:18 -0400
Subject: [rt-users] RT 3.6.6 Install on FC8 (Apache problems)
In-Reply-To: <291842.44104.qm@web52904.mail.re2.yahoo.com>
References: <291842.44104.qm@web52904.mail.re2.yahoo.com>
Message-ID: <482992FE.8070907@ucrwcu.rwc.uc.edu>

SELinux issues?  Since our RT install is not outward-facing, I tend to 
either disable or set it for permissive.


Shannon Adams wrote:
> In short, I have an old server running FC4 and RT 3.6.6.  I have installed a new server running FC8, but I am having trouble getting RT 3.6.6 running on it.  Here are some more details:
>
> fc4 httpd version running Apache/2.0.54
> fc8 httpd version running Apache/2.2.8 (Unix) 
>
> The user running httpd on fc4 is "apache".  I am attempting to start httpd with "service httpd start" as root on fc8 - just as I do on fc4.  Permissions, owner, and group are exactly the same between the two machines starting at /opt/rt3.  For example, both servers show this for /opt/rt3/var/mason_data:
>
> drwxr-xr-x 2 apache apache 4096 2008-05-12 10:16 cache 
> drwxr-xr-x 2 apache apache 4096 2008-05-12 10:16 etc   
> drwxr-xr-x 2 apache apache 4096 2008-05-12 10:16 obj   
>
> However, when starting httpd on fc8, I get the message below.  It appears to be permissions related, but the permissions between the two servers starting at /opt/rt3 are exactly the same.  I would really appreciate any assistance.  This is driving me nuts!
>
> Thanks,
> Shannon
>
> ----- Original Message ----
> From: Matthew Keller <kellermg at potsdam.edu>
> To: Shannon Adams <shannon_adams68 at yahoo.com>
> Cc: rt-users at lists.bestpractical.com
> Sent: Monday, May 12, 2008 3:33:05 PM
> Subject: Re: [rt-users] RT 3.6.6 Install on FC8 (Apache problems)
>
> The user running apache (normally 'apache' or 'httpd') needs to be able
> to write to the mason_data and session_data folders in /opt/rt3/var/
>
> On Mon, 2008-05-12 at 12:09 -0700, Shannon Adams wrote:
>   
>> I am stuck on the Apache configuration.  When I try to start httpd, it fails ("service httpd start").  The log shows:
>>
>> [Mon May 12 10:55:15 2008] [error] Could not create '/opt/rt3/var/mason_data/obj/.__obj_create_marker': Permission denied\nStack:\n  [/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Interp.pm:222]\n  [/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Interp.pm:169]\n  [/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Interp.pm:155]\n  [/usr/lib/perl5/vendor_perl/5.8.8/Class/Container.pm:329]\n  [/usr/lib/perl5/vendor_perl/5.8.8/Class/Container.pm:53]\n  [/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/ApacheHandler.pm:633]\n  [/opt/rt3/lib/RT/Interface/Web/Handler.pm:173]\n  [/opt/rt3/lib/RT/Interface/Web/Handler.pm:137]\n  [/opt/rt3/bin/webmux.pl:89]\nCompilation failed in require at (eval 2) line 1.\n
>> [Mon May 12 10:55:15 2008] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server itadmin_test.bigrocksports.com:0, exiting...
>>
>> Here is my /etc/httpd/conf.d/rt3.conf:
>>
>> <VirtualHost *>
>>   ServerName itadmin_test.bigrocksports.com
>>   ServerAlias rtbak.bigrocksports.com
>>   DocumentRoot /opt/rt3/share/html
>>
>>   AddDefaultCharset UTF-8
>>   PerlModule Apache::DBI
>>   PerlRequire /opt/rt3/bin/webmux.pl
>>
>>   <Location /rt3>
>>   SetHandler perl-script
>>   PerlHandler RT::Mason
>>   </Location>
>> </VirtualHost>
>>
>> Looks like I have two problems based on the logs?  First, permissions on the "/opt/rt3/var/mason_data/obj/" directory.  What should the owner/permissions be?  Secondly, "Can't load Perl file".  All the dependencies passed during the install and I know perl is installed.
>>
>> I am stuck.  Thanks for any help.
>>
>> Shannon
>>
>>
>>
>>       ____________________________________________________________________________________
>> Be a better friend, newshound, and 
>> know-it-all with Yahoo! Mobile.  Try it now.  http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
>>     
>
>
>       ____________________________________________________________________________________
> Be a better friend, newshound, and 
> know-it-all with Yahoo! Mobile.  Try it now.  http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>   


From darling at ccdc.cam.ac.uk  Tue May 13 09:47:37 2008
From: darling at ccdc.cam.ac.uk (Toby Darling)
Date: Tue, 13 May 2008 14:47:37 +0100
Subject: [rt-users] Using AddValueForObject in scrip to update a 'select
	multiple' CF
Message-ID: <48299BF9.1070202@ccdc.cam.ac.uk>

Hi

Has anyone got AddValueForObject working in a scrip with a 'select 
multiple' custom field?

my $cf_obj = RT::CustomField->new($self->CurrentUser);
$cf_obj->LoadByName( Name => "Product", Queue => '0',);
$RT::Logger->debug( "Loaded " . $cf_obj->Name() );
my $res = $cf_obj->AddValueForObject( Object => $self->TicketObj, 
Content => "Prod1" );
$RT::Logger->debug( "res = " . $res );
return 1;

The scrip fires, no errors in the log, Results pane gives me:

   "Prod1 is no longer a value for custom field product"

I'm using a base install of 3.6.1 on debian 4, but have updated 
CustomField_Overlay.pm and Interface/Web.pm to 3.6.6 versions trying to 
sort this.

Cheers
Toby

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From shannon_adams68 at yahoo.com  Tue May 13 10:45:22 2008
From: shannon_adams68 at yahoo.com (Shannon Adams)
Date: Tue, 13 May 2008 07:45:22 -0700 (PDT)
Subject: [rt-users] RT 3.6.6 Install on FC8 (Apache problems) Part 3
Message-ID: <698285.31013.qm@web52905.mail.re2.yahoo.com>

Getting closer.  I turned off SELINUX (thanks, Drew) and changed my iptables config (thanks, Graeme).  Now, here is what I get when I browse to rtbak.xyzcorp.com:

<& /Elements/Header, Title=>loc("RT at a glance"), Refresh => $session{'home_refresh_interval'} &>

You're almost there!

You haven't yet configured your webserver to run RT. You appear to have installed RT's web interface correctly, but haven't yet configured your web server to "run" the RT server which powers the web interface. The next step is to edit your webserver's configuration file to instruct it to use RT's mod_perl, FastCGI or SpeedyCGI handler. 

My rt3.conf is below.  Thanks for all the help!

Shannon


----- Original Message ----
From: Shannon Adams <shannon_adams68 at yahoo.com>
To: rt-users at lists.bestpractical.com
Sent: Monday, May 12, 2008 10:56:31 PM
Subject: Re: [rt-users] RT 3.6.6 Install on FC8 (Apache problems) Part 2

Okay, one problem solved.  I turned off SELINUX and now httpd starts without an error.

Now, everything seems to be setup correctly, but I cannot bring up the RT login page.  I can ping rtbak.xyzcorp.com, but when I try to browse to it, it just times out.  

Here is my rt3.conf:

Alias /rt3 "//opt/rt3/share/html"            
                                              
PerlModule Apache::DBI                        
PerlRequire /usr/sbin/webmux.pl              
                                              
<Directory /opt/rt3/share/html>              
  AllowOverride All                          
  Options ExecCGI FollowSymLinks              
  <IfModule mod_access.c>                    
    Order allow,deny                          
    Allow from all                            
  </IfModule>                                
</Directory>                                  
                                              
<Location /rt>                                
  RewriteEngine On                            
  RedirectMatch permanent (.*)/$ $1/index.html
  AddDefaultCharset UTF-8                    
  SetHandler perl-script                      
  PerlHandler RT::Mason                      
</Location>                                  
                                              
<VirtualHost 10.9.10.251>                    
  ServerName itadmin_test              
  ServerAlias rtbak.xyzcorp.com  
  DocumentRoot /opt/rt3/share/html    
                                      
  AddDefaultCharset UTF-8              
  PerlModule Apache::DBI              
  PerlRequire /opt/rt3/bin/webmux.pl  
                                      
  <Location /rt3>                      
    SetHandler perl-script            
    PerlHandler RT::Mason              
  </Location>                          
                                      
</VirtualHost>                  

Among other settings, I have the following in my RTSiteConfig.pm:

Set($WebURL, 'http://rtbak.xyzcorp.com/');    
Set($WebBaseURL, 'http://rtbak.xyzcorp.com/');
                                                    
Set($LogToFile , 'debug');                          
Set($LogDir, '/opt/rt3/var/log');                  
Set($LogToFileNamed , "rt.log");                    

I have checked the rt.log and there is nothing in there.  Where do I look next to see why rtbak.xyzcorp.com or 10.9.10.251 is not bringing up the RT login page?

Thanks,
Shannon


      


From dongarbage at hotmail.com  Tue May 13 14:51:12 2008
From: dongarbage at hotmail.com (don garbage)
Date: Tue, 13 May 2008 18:51:12 +0000
Subject: [rt-users] Can't find package rt3.6-apache2
Message-ID: <BLU110-F364421C4234F7755CFA523DFCF0@phx.gbl>

Hi,

I'm trying to install RT 3.6 on my Ubuntu 6.06 (Dapper) system and have 
followed instructions here:
http://wiki.bestpractical.com/view/UbuntuInstallGuide2

Unfortunately, when I try:
   apt-get install rt3.6-apache2
I receive the message:
   Reading package lists... Done
   Building dependency tree... Done
   E: Couldn't find package rt3.6-apache2

Seems it cannot find the package rt3.6-apache2.

Is there a reason it cannot be found? Where can I find it and how do I 
install it?

Thanks very much for any help,
Don




From shannon_adams68 at yahoo.com  Tue May 13 17:04:16 2008
From: shannon_adams68 at yahoo.com (Shannon Adams)
Date: Tue, 13 May 2008 14:04:16 -0700 (PDT)
Subject: [rt-users] RT 3.6.6 - httpd won't start
Message-ID: <858914.36707.qm@web52902.mail.re2.yahoo.com>

I went through the manual installation Wiki and cleaned up my rt3.conf.  I think it should be correct now.  However, httpd won't start.  Here is what I get in the error_log:

Tue May 13 15:46:51 2008] [error] Can't locate Apache2.pm in @INC (@INC contains: /opt/rt3/local/lib /opt/rt3/lib /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.7/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7 /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.7/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl/5.8.7 /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 . /etc/httpd) at (eval 209) line
3.\n
[Tue May 13 15:46:51 2008] [error] Can't load Perl module Apache2 for server itadmin_test.bigrocksports.com:0, exiting...


httpd -v shows:
Server version: Apache/2.2.8 (Unix)
Server built:   Jan 28 2008 06:24:44

rt3.conf:
<VirtualHost 10.9.10.251>
   ServerName itadmin_test.bigrocksports.com
   DocumentRoot /opt/rt3/share/html
   AddDefaultCharset UTF-8

   # this line applies to Apache2+mod_perl2 only
   # Below line might be incorrect, I had to use:
   #     PerlModule Apache2::compat
   # mod_perl 2.0.1 from FC4 Linux
   PerlModule Apache2 Apache::compat

  Alias /rt "/opt/rt3/share/html"
  PerlModule Apache::DBI
  PerlRequire /opt/rt3/bin/webmux.pl

  <Directory /opt/rt3/share/html>
    AllowOverride All
    Options ExecCGI FollowSymLinks
    <IfModule mod_access.c>
        Order allow,deny
      Allow from all
    </IfModule>
  </Directory>

  <Location /rt>
    RewriteEngine On
    RedirectMatch permanent (.*)/$ $1/index.html
    AddDefaultCharset UTF-8
    SetHandler perl-script
    PerlHandler RT::Mason
  </Location>

</VirtualHost>

Do you see anything that would cause httpd not to start?

Shannon



      


From gleduc at mail.sdsu.edu  Tue May 13 17:25:35 2008
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Tue, 13 May 2008 14:25:35 -0700
Subject: [rt-users] RT 3.6.6 - httpd won't start
In-Reply-To: <858914.36707.qm@web52902.mail.re2.yahoo.com>
References: <858914.36707.qm@web52902.mail.re2.yahoo.com>
Message-ID: <6.2.1.2.2.20080513141631.02d59988@mail.sdsu.edu>

Hi Shannon,

While this probably wouldn't keep httpd from starting, I'm pretty sure that 
underscores are not legal characters in a host name.  Hyphens yes, 
underscores no.  Making sure that the host name conforms to whatever the 
current RFC says might prevent future head-scratchers.

Regards,
Gene

At 02:04 PM 5/13/2008, Shannon Adams wrote:
>I went through the manual installation Wiki and cleaned up my rt3.conf.  I 
>think it should be correct now.  However, httpd won't start.  Here is what 
>I get in the error_log:
>
>Tue May 13 15:46:51 2008] [error] Can't locate Apache2.pm in @INC (@INC 
>contains: /opt/rt3/local/lib /opt/rt3/lib 
>/usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi 
>/usr/lib/perl5/site_perl/5.8.7/i386-linux-thread-multi 
>/usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi 
>/usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi 
>/usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7 
>/usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 
>/usr/lib/perl5/site_perl 
>/usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi 
>/usr/lib/perl5/vendor_perl/5.8.7/i386-linux-thread-multi 
>/usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi 
>/usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi 
>/usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl/5.8.7 
>/usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 
>/usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.8/i386-linux-thread-multi 
>/usr/lib/perl5/5.8.8 . /etc/httpd) at (eval 209) line
>3.\n
>[Tue May 13 15:46:51 2008] [error] Can't load Perl module Apache2 for 
>server itadmin_test.bigrocksports.com:0, exiting...
>
>
>httpd -v shows:
>Server version: Apache/2.2.8 (Unix)
>Server built:   Jan 28 2008 06:24:44
>
>rt3.conf:
><VirtualHost 10.9.10.251>
>    ServerName itadmin_test.bigrocksports.com
>    DocumentRoot /opt/rt3/share/html
>    AddDefaultCharset UTF-8
>
>    # this line applies to Apache2+mod_perl2 only
>    # Below line might be incorrect, I had to use:
>    #     PerlModule Apache2::compat
>    # mod_perl 2.0.1 from FC4 Linux
>    PerlModule Apache2 Apache::compat
>
>   Alias /rt "/opt/rt3/share/html"
>   PerlModule Apache::DBI
>   PerlRequire /opt/rt3/bin/webmux.pl
>
>   <Directory /opt/rt3/share/html>
>     AllowOverride All
>     Options ExecCGI FollowSymLinks
>     <IfModule mod_access.c>
>         Order allow,deny
>       Allow from all
>     </IfModule>
>   </Directory>
>
>   <Location /rt>
>     RewriteEngine On
>     RedirectMatch permanent (.*)/$ $1/index.html
>     AddDefaultCharset UTF-8
>     SetHandler perl-script
>     PerlHandler RT::Mason
>   </Location>
>
></VirtualHost>
>
>Do you see anything that would cause httpd not to start?
>
>Shannon


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 



From jmoseley at corp.xanadoo.com  Tue May 13 17:39:39 2008
From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com)
Date: Tue, 13 May 2008 16:39:39 -0500
Subject: [rt-users] RT 3.6.6 - httpd won't start
In-Reply-To: <858914.36707.qm@web52902.mail.re2.yahoo.com>
Message-ID: <OF22A236AE.18F4AD7F-ON86257448.0075DFBC-86257448.0076FA2D@pgtv.com>

I think there's a typo in the Wiki, at least on the last line:

# this line applies to Apache2+mod_perl2 only
   # Below line might be incorrect, I had to use:
   #     PerlModule Apache2::compat
   # mod_perl 2.0.1 from FC4 Linux
   PerlModule Apache2 Apache::compat

Sould be: PerlModule Apache2::compat

Look at the error logs, it's trying to find an Apache2 perl module that
doesn't exist.



James Moseley




                                                                           
             Shannon Adams                                                 
             <shannon_adams68@                                             
             yahoo.com>                                                 To 
             Sent by:                  rt-users at lists.bestpractical.com    
             rt-users-bounces@                                          cc 
             lists.bestpractic                                             
             al.com                                                Subject 
                                       [rt-users] RT 3.6.6 - httpd won't   
                                       start                               
             05/13/2008 04:04                                              
             PM                                                            
                                                                           
                                                                           
                                                                           
                                                                           




I went through the manual installation Wiki and cleaned up my rt3.conf.  I
think it should be correct now.  However, httpd won't start.  Here is what
I get in the error_log:

Tue May 13 15:46:51 2008] [error] Can't locate Apache2.pm in @INC (@INC
contains: /opt/rt3/local/lib /opt/rt3/lib /usr/lib/perl5/site_perl/5.8.8
/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.7
/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.6
/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5
/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8
/usr/lib/perl5/site_perl/5.8.7 /usr/lib/perl5/site_perl/5.8.6
/usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl
/usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.7/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl/5.8.7
/usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5
/usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.8/i386-linux-thread-multi
/usr/lib/perl5/5.8.8 . /etc/httpd) at (eval 209) line
3.\n
[Tue May 13 15:46:51 2008] [error] Can't load Perl module Apache2 for
server itadmin_test.bigrocksports.com:0, exiting...


httpd -v shows:
Server version: Apache/2.2.8 (Unix)
Server built:   Jan 28 2008 06:24:44

rt3.conf:
<VirtualHost 10.9.10.251>
   ServerName itadmin_test.bigrocksports.com
   DocumentRoot /opt/rt3/share/html
   AddDefaultCharset UTF-8

   # this line applies to Apache2+mod_perl2 only
   # Below line might be incorrect, I had to use:
   #     PerlModule Apache2::compat
   # mod_perl 2.0.1 from FC4 Linux
   PerlModule Apache2 Apache::compat

  Alias /rt "/opt/rt3/share/html"
  PerlModule Apache::DBI
  PerlRequire /opt/rt3/bin/webmux.pl

  <Directory /opt/rt3/share/html>
    AllowOverride All
    Options ExecCGI FollowSymLinks
    <IfModule mod_access.c>
        Order allow,deny
      Allow from all
    </IfModule>
  </Directory>

  <Location /rt>
    RewriteEngine On
    RedirectMatch permanent (.*)/$ $1/index.html
    AddDefaultCharset UTF-8
    SetHandler perl-script
    PerlHandler RT::Mason
  </Location>

</VirtualHost>

Do you see anything that would cause httpd not to start?

Shannon




_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com




From ruz at bestpractical.com  Tue May 13 18:42:08 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 14 May 2008 02:42:08 +0400
Subject: [rt-users] RT 3.6.6 - httpd won't start
In-Reply-To: <OF22A236AE.18F4AD7F-ON86257448.0075DFBC-86257448.0076FA2D@pgtv.com>
References: <858914.36707.qm@web52902.mail.re2.yahoo.com>
	<OF22A236AE.18F4AD7F-ON86257448.0075DFBC-86257448.0076FA2D@pgtv.com>
Message-ID: <589c94400805131542w546d3fear2b3e0eafb78e644f@mail.gmail.com>

IMPORTANT:

If you are using mod_perl 2.x and Apache2 then there is NO NEED in
Apache2::compat !!!

If you're using mod_perl 1.9* and Apache2 then you MUST UPGRADE to MP
2.x or forget about mod_perl at all and use FastCGI instead.

If you're using mod_perl1 + apache1 then... then just use it :)

Point me to the doc where you guys find that shitty "compat" thing so
I can rip it out forever!

On Wed, May 14, 2008 at 1:39 AM,  <jmoseley at corp.xanadoo.com> wrote:
> I think there's a typo in the Wiki, at least on the last line:
>
>
>  # this line applies to Apache2+mod_perl2 only
>    # Below line might be incorrect, I had to use:
>    #     PerlModule Apache2::compat
>    # mod_perl 2.0.1 from FC4 Linux
>    PerlModule Apache2 Apache::compat
>
>  Sould be: PerlModule Apache2::compat
>
>  Look at the error logs, it's trying to find an Apache2 perl module that
>  doesn't exist.
>
>
>
>  James Moseley
>
>
>
>
>
>              Shannon Adams
>              <shannon_adams68@
>              yahoo.com>                                                 To
>              Sent by:                  rt-users at lists.bestpractical.com
>              rt-users-bounces@                                          cc
>              lists.bestpractic
>              al.com                                                Subject
>                                        [rt-users] RT 3.6.6 - httpd won't
>                                        start
>              05/13/2008 04:04
>              PM
>
>
>
>
>
>
>
>
>
>
>  I went through the manual installation Wiki and cleaned up my rt3.conf.  I
>  think it should be correct now.  However, httpd won't start.  Here is what
>  I get in the error_log:
>
>  Tue May 13 15:46:51 2008] [error] Can't locate Apache2.pm in @INC (@INC
>  contains: /opt/rt3/local/lib /opt/rt3/lib /usr/lib/perl5/site_perl/5.8.8
>  /i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.7
>  /i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.6
>  /i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5
>  /i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8
>  /usr/lib/perl5/site_perl/5.8.7 /usr/lib/perl5/site_perl/5.8.6
>  /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl
>  /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi
>  /usr/lib/perl5/vendor_perl/5.8.7/i386-linux-thread-multi
>  /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi
>  /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi
>  /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl/5.8.7
>  /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5
>  /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.8/i386-linux-thread-multi
>  /usr/lib/perl5/5.8.8 . /etc/httpd) at (eval 209) line
>  3.\n
>  [Tue May 13 15:46:51 2008] [error] Can't load Perl module Apache2 for
>  server itadmin_test.bigrocksports.com:0, exiting...
>
>
>  httpd -v shows:
>  Server version: Apache/2.2.8 (Unix)
>  Server built:   Jan 28 2008 06:24:44
>
>  rt3.conf:
>  <VirtualHost 10.9.10.251>
>    ServerName itadmin_test.bigrocksports.com
>    DocumentRoot /opt/rt3/share/html
>    AddDefaultCharset UTF-8
>
>    # this line applies to Apache2+mod_perl2 only
>    # Below line might be incorrect, I had to use:
>    #     PerlModule Apache2::compat
>    # mod_perl 2.0.1 from FC4 Linux
>    PerlModule Apache2 Apache::compat
>
>   Alias /rt "/opt/rt3/share/html"
>   PerlModule Apache::DBI
>   PerlRequire /opt/rt3/bin/webmux.pl
>
>   <Directory /opt/rt3/share/html>
>     AllowOverride All
>     Options ExecCGI FollowSymLinks
>     <IfModule mod_access.c>
>         Order allow,deny
>       Allow from all
>     </IfModule>
>   </Directory>
>
>   <Location /rt>
>     RewriteEngine On
>     RedirectMatch permanent (.*)/$ $1/index.html
>     AddDefaultCharset UTF-8
>     SetHandler perl-script
>     PerlHandler RT::Mason
>   </Location>
>
>  </VirtualHost>
>
>  Do you see anything that would cause httpd not to start?
>
>  Shannon
>
>
>
>
>  _______________________________________________
>  http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>  Community help: http://wiki.bestpractical.com
>  Commercial support: sales at bestpractical.com
>
>
>  Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>  Buy a copy at http://rtbook.bestpractical.com
>
>
>  _______________________________________________
>  http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>  Community help: http://wiki.bestpractical.com
>  Commercial support: sales at bestpractical.com
>
>
>  Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>  Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From jmoseley at corp.xanadoo.com  Tue May 13 18:51:50 2008
From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com)
Date: Tue, 13 May 2008 17:51:50 -0500
Subject: [rt-users] RT 3.6.6 - httpd won't start
In-Reply-To: <589c94400805131542w546d3fear2b3e0eafb78e644f@mail.gmail.com>
Message-ID: <OFD129217F.3290EB25-ON86257448.007D9387-86257448.007D9627@pgtv.com>

http://wiki.bestpractical.com/view/ManualInstallation



James Moseley




                                                                           
             "Ruslan Zakirov"                                              
             <ruz at bestpractica                                             
             l.com>                                                     To 
             Sent by:                  jmoseley at corp.xanadoo.com           
             ruslan.zakirov at gm                                          cc 
             ail.com                   "Shannon Adams"                     
                                       <shannon_adams68 at yahoo.com>,        
                                       rt-users at lists.bestpractical.com,   
             05/13/2008 05:42          rt-users-bounces at lists.bestpractica 
             PM                        l.com                               
                                                                   Subject 
                                       Re: [rt-users] RT 3.6.6 - httpd     
                                       won't start                         
                                                                           
                                                                           
                                                                           
                                                                           
                                                                           
                                                                           




IMPORTANT:

If you are using mod_perl 2.x and Apache2 then there is NO NEED in
Apache2::compat !!!

If you're using mod_perl 1.9* and Apache2 then you MUST UPGRADE to MP
2.x or forget about mod_perl at all and use FastCGI instead.

If you're using mod_perl1 + apache1 then... then just use it :)

Point me to the doc where you guys find that shitty "compat" thing so
I can rip it out forever!

On Wed, May 14, 2008 at 1:39 AM,  <jmoseley at corp.xanadoo.com> wrote:
> I think there's a typo in the Wiki, at least on the last line:
>
>
>  # this line applies to Apache2+mod_perl2 only
>    # Below line might be incorrect, I had to use:
>    #     PerlModule Apache2::compat
>    # mod_perl 2.0.1 from FC4 Linux
>    PerlModule Apache2 Apache::compat
>
>  Sould be: PerlModule Apache2::compat
>
>  Look at the error logs, it's trying to find an Apache2 perl module that
>  doesn't exist.
>
>
>
>  James Moseley
>
>
>
>
>
>              Shannon Adams
>              <shannon_adams68@
>              yahoo.com>
To
>              Sent by:                  rt-users at lists.bestpractical.com
>              rt-users-bounces@
cc
>              lists.bestpractic
>              al.com
Subject
>                                        [rt-users] RT 3.6.6 - httpd won't
>                                        start
>              05/13/2008 04:04
>              PM
>
>
>
>
>
>
>
>
>
>
>  I went through the manual installation Wiki and cleaned up my rt3.conf.
I
>  think it should be correct now.  However, httpd won't start.  Here is
what
>  I get in the error_log:
>
>  Tue May 13 15:46:51 2008] [error] Can't locate Apache2.pm in @INC (@INC
>  contains: /opt/rt3/local/lib /opt/rt3/lib /usr/lib/perl5/site_perl/5.8.8
>  /i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.7
>  /i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.6
>  /i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5
>  /i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8
>  /usr/lib/perl5/site_perl/5.8.7 /usr/lib/perl5/site_perl/5.8.6
>  /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl
>  /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi
>  /usr/lib/perl5/vendor_perl/5.8.7/i386-linux-thread-multi
>  /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi
>  /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi
>  /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl/5.8.7
>  /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5
>  /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.8/i386-linux-thread-multi
>  /usr/lib/perl5/5.8.8 . /etc/httpd) at (eval 209) line
>  3.\n
>  [Tue May 13 15:46:51 2008] [error] Can't load Perl module Apache2 for
>  server itadmin_test.bigrocksports.com:0, exiting...
>
>
>  httpd -v shows:
>  Server version: Apache/2.2.8 (Unix)
>  Server built:   Jan 28 2008 06:24:44
>
>  rt3.conf:
>  <VirtualHost 10.9.10.251>
>    ServerName itadmin_test.bigrocksports.com
>    DocumentRoot /opt/rt3/share/html
>    AddDefaultCharset UTF-8
>
>    # this line applies to Apache2+mod_perl2 only
>    # Below line might be incorrect, I had to use:
>    #     PerlModule Apache2::compat
>    # mod_perl 2.0.1 from FC4 Linux
>    PerlModule Apache2 Apache::compat
>
>   Alias /rt "/opt/rt3/share/html"
>   PerlModule Apache::DBI
>   PerlRequire /opt/rt3/bin/webmux.pl
>
>   <Directory /opt/rt3/share/html>
>     AllowOverride All
>     Options ExecCGI FollowSymLinks
>     <IfModule mod_access.c>
>         Order allow,deny
>       Allow from all
>     </IfModule>
>   </Directory>
>
>   <Location /rt>
>     RewriteEngine On
>     RedirectMatch permanent (.*)/$ $1/index.html
>     AddDefaultCharset UTF-8
>     SetHandler perl-script
>     PerlHandler RT::Mason
>   </Location>
>
>  </VirtualHost>
>
>  Do you see anything that would cause httpd not to start?
>
>  Shannon
>
>
>
>
>  _______________________________________________
>  http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>  Community help: http://wiki.bestpractical.com
>  Commercial support: sales at bestpractical.com
>
>
>  Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>  Buy a copy at http://rtbook.bestpractical.com
>
>
>  _______________________________________________
>  http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>  Community help: http://wiki.bestpractical.com
>  Commercial support: sales at bestpractical.com
>
>
>  Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>  Buy a copy at http://rtbook.bestpractical.com
>



--
Best regards, Ruslan.




From jmoseley at corp.xanadoo.com  Tue May 13 20:18:11 2008
From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com)
Date: Tue, 13 May 2008 19:18:11 -0500
Subject: [rt-users] RT 3.6.6 - httpd won't start
In-Reply-To: <555438.89741.qm@web52908.mail.re2.yahoo.com>
Message-ID: <OF5532E327.0D8C2359-ON86257448.00826874-86257449.0001A7A4@pgtv.com>

Have you read Ruslan's email yet?  If you are running mod_perl 2.x, you
don't need: PerlModule Apache2::compat

I'd remove that first and then see if things work before worrying about
which version of mod_perl you have or switching to FastCGI.

But, to answer your questions:

More than likely, if you're running Apache 2.2.8, you are running mod_perl
2.x.  To find out the version of mod_perl, use the package managment system
for that operating system.  For Linux systems, simply do: yum info
mod_perl.

You can also do a rpm query:  rpm -qa | grep mod_perl

If installed via source, go back and look at the source package.  There are
other methods as well.

As for FastCGI, it's a bit more complicated and depends on the flavor:

There's the Apache mod_fastcgi module available from www.fastcgi.com

Then there is mod_fcgid available from fastcgi.coremail.cn

Depending on the Linux distro, either or both may be available via yum.
For Fedora, the latter version was available for 6/7, not sure about 8 (yum
info mod_fcgid).

Since I am using mod_fcgid, here's my Apache RT config:

LoadModule fcgid_module modules/mod_fcgid.so

# Use FastCGI to process .fcg .fcgi & .fpl scripts
# Don't do this if mod_fastcgi is present, as it will try to do the same
thing
<IfModule !mod_fastcgi.c>
    AddHandler fcgid-script fcg fcgi fpl
</IfModule>

# Sane place to put sockets and shared memory file
SocketPath run/mod_fcgid
SharememPath run/fcgid_shm

# Main instance
#FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 360 -processes
4
Alias /rt/NoAuth/images/ /opt/rt3/share/html/NoAuth/images/
ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/



James Moseley




                                                                           
             Shannon Adams                                                 
             <shannon_adams68@                                             
             yahoo.com>                                                 To 
                                       jmoseley at corp.xanadoo.com           
             05/13/2008 06:35                                           cc 
             PM                                                            
                                                                   Subject 
                                       Re: [rt-users] RT 3.6.6 - httpd     
                                       won't start                         
                                                                           
                                                                           
                                                                           
                                                                           
                                                                           
                                                                           




Hi James,

Thanks for the response.  After making the correction, httpd now starts.

I am running Apache/2.2.8.  I am not sure how to tell what version of
mod_perl I am running.  How can I tell what version I am using or
better yet, what do I need to change in the in the following rt3.conf
to switch to FastCGI?

httpd starts - but I get the following when browsing to
rtbak.bigrocksports.com:

You're almost there!

You haven't yet configured your webserver to run RT.

You appear to have installed RT's web interface correctly, but haven't
yet configured your web server to "run" the RT server which powers the
web interface.

The next step is to edit your webserver's configuration file to instruct it
to use RT's mod_perl , fastcgi or speedycgi handler.

rt3.conf follows:

<VirtualHost 10.9.10.251>
  ServerName itadmintest.bigrocksports.com
  DocumentRoot /opt/rt3/share/html
  AddDefaultCharset UTF-8

  PerlModule Apache2::compat

  Alias /rt "/opt/rt3/share/html"
  PerlModule Apache::DBI
  PerlRequire /opt/rt3/bin/webmux.pl

  <Directory /opt/rt3/share/html>
    AllowOverride All
    Options ExecCGI FollowSymLinks
    <IfModule mod_access.c>
        Order allow,deny
      Allow from all
    </IfModule>
  </Directory>

  <Location /rt>
    RewriteEngine On
    RedirectMatch permanent (.*)/$ $1/index.html
    AddDefaultCharset UTF-8
    SetHandler perl-script
    PerlHandler RT::Mason
  </Location>

</VirtualHost>


Thanks for the help,
Shannon

----- Original Message ----
From: "jmoseley at corp.xanadoo.com" <jmoseley at corp.xanadoo.com>
To: Shannon Adams <shannon_adams68 at yahoo.com>
Cc: rt-users at lists.bestpractical.com;
rt-users-bounces at lists.bestpractical.com
Sent: Tuesday, May 13, 2008 5:39:39 PM
Subject: Re: [rt-users] RT 3.6.6 - httpd won't start

I think there's a typo in the Wiki, at least on the last line:

# this line applies to Apache2+mod_perl2 only
   # Below line might be incorrect, I had to use:
   #     PerlModule Apache2::compat
   # mod_perl 2.0.1 from FC4 Linux
   PerlModule Apache2 Apache::compat

Sould be: PerlModule Apache2::compat

Look at the error logs, it's trying to find an Apache2 perl module that
doesn't exist.



James Moseley





             Shannon Adams
             <shannon_adams68@
            yahoo.com>                                                 To
             Sent by:                  rt-users at lists.bestpractical.com
             rt-users-bounces@                                          cc
             lists.bestpractic
            al.com                                                Subject
                                       [rt-users] RT 3.6.6 - httpd won't
                                       start
             05/13/2008 04:04
             PM








I went through the manual installation Wiki and cleaned up my rt3.conf.  I
think it should be correct now.  However, httpd won't start.  Here is what
I get in the error_log:

Tue May 13 15:46:51 2008] [error] Can't locate Apache2.pm in @INC (@INC
contains: /opt/rt3/local/lib /opt/rt3/lib /usr/lib/perl5/site_perl/5.8.8
/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.7
/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.6
/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5
/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8
/usr/lib/perl5/site_perl/5.8.7 /usr/lib/perl5/site_perl/5.8.6
/usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl
/usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.7/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl/5.8.7
/usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5
/usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.8/i386-linux-thread-multi
/usr/lib/perl5/5.8.8 . /etc/httpd) at (eval 209) line
3.\n
[Tue May 13 15:46:51 2008] [error] Can't load Perl module Apache2 for
server itadmin_test.bigrocksports.com:0, exiting...


httpd -v shows:
Server version: Apache/2.2.8 (Unix)
Server built:   Jan 28 2008 06:24:44

rt3.conf:
<VirtualHost 10.9.10.251>
   ServerName itadmin_test.bigrocksports.com
   DocumentRoot /opt/rt3/share/html
   AddDefaultCharset UTF-8

   # this line applies to Apache2+mod_perl2 only
   # Below line might be incorrect, I had to use:
   #     PerlModule Apache2::compat
   # mod_perl 2.0.1 from FC4 Linux
   PerlModule Apache2 Apache::compat

  Alias /rt "/opt/rt3/share/html"
  PerlModule Apache::DBI
  PerlRequire /opt/rt3/bin/webmux.pl

  <Directory /opt/rt3/share/html>
    AllowOverride All
    Options ExecCGI FollowSymLinks
    <IfModule mod_access.c>
        Order allow,deny
      Allow from all
    </IfModule>
  </Directory>

  <Location /rt>
    RewriteEngine On
    RedirectMatch permanent (.*)/$ $1/index.html
    AddDefaultCharset UTF-8
    SetHandler perl-script
    PerlHandler RT::Mason
  </Location>

</VirtualHost>

Do you see anything that would cause httpd not to start?

Shannon




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From ruz at bestpractical.com  Tue May 13 22:56:20 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 14 May 2008 06:56:20 +0400
Subject: [rt-users] RT 3.6.6 - httpd won't start
In-Reply-To: <913587.79757.qm@web52908.mail.re2.yahoo.com>
References: <913587.79757.qm@web52908.mail.re2.yahoo.com>
Message-ID: <589c94400805131956k1fae8cddt4593f50cc84f9df8@mail.gmail.com>

Never drop rt-users@ from list of recipients of your emails. If you
want me or other qualified admins and RT developers help privately
then please contact sales at bestpractical.com otherwise stick with
rt-users@ so other people can help you as well and may be solve their
problems by reading this thread.

We're not distant disk readers :), so we couldn't help you without
additional info and error message suggest you where to look for real
error message: "More information about this error may be available in
the server error log."

On Wed, May 14, 2008 at 5:32 AM, Shannon Adams
<shannon_adams68 at yahoo.com> wrote:
> This is so frustrating.  Now, I am getting this when browsing to rtbak.bigrocksports.com (DNS has rtbak as 10.9.10.251):
>
>
>  Internal Server Error
>  The server encountered an internal error or
>  misconfiguration and was unable to complete
>  your request.
>  Please contact the server administrator, root at localhost and inform them of the time the error occurred,
>  and anything you might have done that may have
>  caused the error.
>  More information about this error may be available
>  in the server error log.
>  ________________________________
>
>  Apache/2.2.8 (Fedora) Server at rtbak.bigrocksports.com Port 80
>  Here is exactly how my rt3.conf looks now:
>
>
>  <VirtualHost 10.9.10.251>
>   ServerName itadmintest.bigrocksports.com
>   DocumentRoot /opt/rt3/share/html
>   AddDefaultCharset UTF-8
>   PerlRequire /opt/rt3/bin/webmux.pl
>   <Directory /opt/rt3/share/html>
>           Order allow,deny
>           Allow from all
>           SetHandler perl-script
>           PerlHandler RT::Mason
>   </Directory>
>  </VirtualHost>
>
>  Thanks again for helping me through this!
>
> Shannon
>
>  ----- Original Message ----
>  From: Ruslan Zakirov <ruz at bestpractical.com>
>  To: Shannon Adams <shannon_adams68 at yahoo.com>
>
>
> Sent: Tuesday, May 13, 2008 9:25:10 PM
>  Subject: Re: [rt-users] RT 3.6.6 - httpd won't start
>
>  I hope you've changed properties of vistual host to something like:
>
>  <VirtualHost 10.9.10.251>
>        ServerName itadmintest.bigrocksports.com
>        DocumentRoot /opt/rt3/share/html
>        AddDefaultCharset UTF-8
>        PerlRequire /opt/rt3/bin/webmux.pl
>        <Directory /opt/rt3/share/html>
>                Order allow,deny
>                Allow from all
>                SetHandler perl-script
>                PerlHandler RT::Mason
>        </Directory>
>  </VirtualHost>
>
>  On Wed, May 14, 2008 at 5:07 AM, Shannon Adams
>  <shannon_adams68 at yahoo.com> wrote:
>  > Okay, getting close.  I got rid of my rt3.conf and used the one you provided below.  Now, I receive the following when I browse to rtbak.bigrocksports.com:
>  >
>  >  "FEDORA TEST PAGE
>  >
>  >  This page is used to test the proper operation of the Apache HTTP server
>  >  after it has been installed. If you can read this page, it means that the web
>  >  server installed at this site is working properly, but has not yet been
>  >  configured."
>  >
>  >  I don't know how to configure FastCGI.  It doesn't matter to me which is used mod_perl of FCGI.  I have been fighting with this for days now and just want to get it to work.
>  >
>  >  Thank you very much for helping me through this.  It looks like it is closer to working now.  Do you know what I need to do next to get the RT login screen to show up instead of the Fedora test page?
>  >
>  >
>  >  Shannon
>  >
>  >  ----- Original Message ----
>  >  From: Ruslan Zakirov <ruz at bestpractical.com>
>  >
>  >
>  > To: Shannon Adams <shannon_adams68 at yahoo.com>
>  >  Sent: Tuesday, May 13, 2008 8:58:38 PM
>  >  Subject: Re: [rt-users] RT 3.6.6 - httpd won't start
>  >
>  >  As far as I can see:
>  >  * mixed all suggestions from that manual in one place
>  >  * as you want to run only RT on a vhost xxx.your-domain.com then you
>  >  don't need any Alias and other things that map RT to "/rt" location on
>  >  that virtual host
>  >  * Here is the minimal config for an IP based virtual host I just
>  >  successfully started after wrting it from scratch:
>  >
>  >  Listen 8080
>  >  <VirtualHost *:8080>
>  >         ServerName localhost:8080
>  >         DocumentRoot /opt/rt3/share/html
>  >         AddDefaultCharset UTF-8
>  >         PerlRequire /opt/rt3/bin/webmux.pl
>  >         <Directory /opt/rt3/share/html>
>  >                 Order allow,deny
>  >                 Allow from all
>  >                 SetHandler perl-script
>  >                 PerlHandler RT::Mason
>  >         </Directory>
>  >  </VirtualHost>
>  >
>  >  That's all. it just works with mod_perl2 on apache2
>  >
>  >  Do you know how to configure FastCGI? Let me help you with mod_perl
>  >  then you'll decide if you want to switch to FCGI or not.
>  >
>  >  On Wed, May 14, 2008 at 3:34 AM, Shannon Adams
>  >  <shannon_adams68 at yahoo.com> wrote:
>  >  > Hi Ruslan,
>  >  >
>  >  >  Thanks for the response.
>  >  >
>  >  >  I am running Apache/2.2.8.  I am not sure how to tell what version of mod_perl I am running.  How can I tell what version I am using or better yet, what do I need to change in the in the following rt3.conf to switch to FastCGI?
>  >  >
>  >  >  Right now, httpd starts - but I get the following when browsing to rtbak.bigrocksports.com:
>  >  >
>  >  >  You're almost there!
>  >  >
>  >  >  You haven't yet configured your webserver to run RT.
>  >  >
>  >  >  You appear to have installed RT's web interface correctly, but haven't yet configured your web server to "run" the RT server which powers the web interface.
>  >  >
>  >  >  The next step is to edit your webserver's configuration file to instruct it to use RT's mod_perl , fastcgi or speedycgi handler.
>  >  >
>  >  >  rt3.conf follows:
>  >  >
>  >  >
>  >  >  <VirtualHost 10.9.10.251>
>  >  >   ServerName itadmintest.bigrocksports.com
>  >  >
>  >  >   DocumentRoot /opt/rt3/share/html
>  >  >   AddDefaultCharset UTF-8
>  >  >
>  >  >   PerlModule Apache2::compat
>  >  >
>  >  >
>  >  >   Alias /rt "/opt/rt3/share/html"
>  >  >   PerlModule Apache::DBI
>  >  >   PerlRequire /opt/rt3/bin/webmux.pl
>  >  >
>  >  >   <Directory /opt/rt3/share/html>
>  >  >     AllowOverride All
>  >  >     Options ExecCGI FollowSymLinks
>  >  >     <IfModule mod_access.c>
>  >  >         Order allow,deny
>  >  >       Allow from all
>  >  >     </IfModule>
>  >  >   </Directory>
>  >  >
>  >  >   <Location /rt>
>  >  >     RewriteEngine On
>  >  >     RedirectMatch permanent (.*)/$ $1/index.html
>  >  >     AddDefaultCharset UTF-8
>  >  >     SetHandler perl-script
>  >  >     PerlHandler RT::Mason
>  >  >   </Location>
>  >  >
>  >  >  </VirtualHost>
>  >  >
>  >  >
>  >  >  Thanks for the help,
>  >  >  Shannon
>  >  >
>  >  >
>  >  >
>  >  >  ----- Original Message ----
>  >  >  From: Ruslan Zakirov <ruz at bestpractical.com>
>  >  >  To: jmoseley at corp.xanadoo.com
>  >  >  Cc: Shannon Adams <shannon_adams68 at yahoo.com>; rt-users at lists.bestpractical.com; rt-users-bounces at lists.bestpractical.com
>  >  >  Sent: Tuesday, May 13, 2008 6:42:08 PM
>  >  >  Subject: Re: [rt-users] RT 3.6.6 - httpd won't start
>  >  >
>  >  >  IMPORTANT:
>  >  >
>  >  >  If you are using mod_perl 2.x and Apache2 then there is NO NEED in
>  >  >  Apache2::compat !!!
>  >  >
>  >  >  If you're using mod_perl 1.9* and Apache2 then you MUST UPGRADE to MP
>  >  >  2.x or forget about mod_perl at all and use FastCGI instead.
>  >  >
>  >  >  If you're using mod_perl1 + apache1 then... then just use it :)
>  >  >
>  >  >  Point me to the doc where you guys find that shitty "compat" thing so
>  >  >  I can rip it out forever!
>  >  >
>  >  >  On Wed, May 14, 2008 at 1:39 AM,  <jmoseley at corp.xanadoo.com> wrote:
>  >  >  > I think there's a typo in the Wiki, at least on the last line:
>  >  >  >
>  >  >  >
>  >  >  >  # this line applies to Apache2+mod_perl2 only
>  >  >  >    # Below line might be incorrect, I had to use:
>  >  >  >    #     PerlModule Apache2::compat
>  >  >  >    # mod_perl 2.0.1 from FC4 Linux
>  >  >  >    PerlModule Apache2 Apache::compat
>  >  >  >
>  >  >  >  Sould be: PerlModule Apache2::compat
>  >  >  >
>  >  >  >  Look at the error logs, it's trying to find an Apache2 perl module that
>  >  >  >  doesn't exist.
>  >  >  >
>  >  >  >
>  >  >  >
>  >  >  >  James Moseley
>  >  >  >
>  >  >  >
>  >  >  >
>  >  >  >
>  >  >  >
>  >  >  >              Shannon Adams
>  >  >  >              <shannon_adams68@
>  >  >  >              yahoo.com>                                                 To
>  >  >  >              Sent by:                  rt-users at lists.bestpractical.com
>  >  >  >              rt-users-bounces@                                          cc
>  >  >  >              lists.bestpractic
>  >  >  >              al.com                                                Subject
>  >  >  >                                        [rt-users] RT 3.6.6 - httpd won't
>  >  >  >                                        start
>  >  >  >              05/13/2008 04:04
>  >  >  >              PM
>  >  >  >
>  >  >  >
>  >  >  >
>  >  >  >
>  >  >  >
>  >  >  >
>  >  >  >
>  >  >  >
>  >  >  >
>  >  >  >
>  >  >  >  I went through the manual installation Wiki and cleaned up my rt3.conf.  I
>  >  >  >  think it should be correct now.  However, httpd won't start.  Here is what
>  >  >  >  I get in the error_log:
>  >  >  >
>  >  >  >  Tue May 13 15:46:51 2008] [error] Can't locate Apache2.pm in @INC (@INC
>  >  >  >  contains: /opt/rt3/local/lib /opt/rt3/lib /usr/lib/perl5/site_perl/5.8.8
>  >  >  >  /i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.7
>  >  >  >  /i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.6
>  >  >  >  /i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5
>  >  >  >  /i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8
>  >  >  >  /usr/lib/perl5/site_perl/5.8.7 /usr/lib/perl5/site_perl/5.8.6
>  >  >  >  /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl
>  >  >  >  /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi
>  >  >  >  /usr/lib/perl5/vendor_perl/5.8.7/i386-linux-thread-multi
>  >  >  >  /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi
>  >  >  >  /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi
>  >  >  >  /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl/5.8.7
>  >  >  >  /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5
>  >  >  >  /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.8/i386-linux-thread-multi
>  >  >  >  /usr/lib/perl5/5.8.8 . /etc/httpd) at (eval 209) line
>  >  >  >  3.\n
>  >  >  >  [Tue May 13 15:46:51 2008] [error] Can't load Perl module Apache2 for
>  >  >  >  server itadmin_test.bigrocksports.com:0, exiting...
>  >  >  >
>  >  >  >
>  >  >  >  httpd -v shows:
>  >  >  >  Server version: Apache/2.2.8 (Unix)
>  >  >  >  Server built:   Jan 28 2008 06:24:44
>  >  >  >
>  >  >  >  rt3.conf:
>  >  >  >  <VirtualHost 10.9.10.251>
>  >  >  >    ServerName itadmin_test.bigrocksports.com
>  >  >  >    DocumentRoot /opt/rt3/share/html
>  >  >  >    AddDefaultCharset UTF-8
>  >  >  >
>  >  >  >    # this line applies to Apache2+mod_perl2 only
>  >  >  >    # Below line might be incorrect, I had to use:
>  >  >  >    #     PerlModule Apache2::compat
>  >  >  >    # mod_perl 2.0.1 from FC4 Linux
>  >  >  >    PerlModule Apache2 Apache::compat
>  >  >  >
>  >  >  >   Alias /rt "/opt/rt3/share/html"
>  >  >  >   PerlModule Apache::DBI
>  >  >  >   PerlRequire /opt/rt3/bin/webmux.pl
>  >  >  >
>  >  >  >   <Directory /opt/rt3/share/html>
>  >  >  >     AllowOverride All
>  >  >  >     Options ExecCGI FollowSymLinks
>  >  >  >     <IfModule mod_access.c>
>  >  >  >         Order allow,deny
>  >  >  >       Allow from all
>  >  >  >     </IfModule>
>  >  >  >   </Directory>
>  >  >  >
>  >  >  >   <Location /rt>
>  >  >  >     RewriteEngine On
>  >  >  >     RedirectMatch permanent (.*)/$ $1/index.html
>  >  >  >     AddDefaultCharset UTF-8
>  >  >  >     SetHandler perl-script
>  >  >  >     PerlHandler RT::Mason
>  >  >  >   </Location>
>  >  >  >
>  >  >  >  </VirtualHost>
>  >  >  >
>  >  >  >  Do you see anything that would cause httpd not to start?
>  >  >  >
>  >  >  >  Shannon
>  >  >  >
>  >  >  >
>  >  >  >
>  >  >  >
>  >  >  >  _______________________________________________
>  >  >  >  http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>  >  >  >
>  >  >  >  Community help: http://wiki.bestpractical.com
>  >  >  >  Commercial support: sales at bestpractical.com
>  >  >  >
>  >  >  >
>  >  >  >  Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>  >  >  >  Buy a copy at http://rtbook.bestpractical.com
>  >  >  >
>  >  >  >
>  >  >  >  _______________________________________________
>  >  >  >  http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>  >  >  >
>  >  >  >  Community help: http://wiki.bestpractical.com
>  >  >  >  Commercial support: sales at bestpractical.com
>  >  >  >
>  >  >  >
>  >  >  >  Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>  >  >  >  Buy a copy at http://rtbook.bestpractical.com
>  >  >  >
>  >  >
>  >  >
>  >  >
>  >  >  --
>  >  >  Best regards, Ruslan.
>  >  >
>  >  >
>  >  >
>  >  >
>  >  >
>  >
>  >
>  >
>  >  --
>  >  Best regards, Ruslan.
>  >
>  >
>  >
>  >
>  >
>
>
>
>  --
>  Best regards, Ruslan.
>
>
>
>
>



-- 
Best regards, Ruslan.


From Andreas.Sinn at cpb-software.com  Wed May 14 07:13:05 2008
From: Andreas.Sinn at cpb-software.com (SINN Andreas)
Date: Wed, 14 May 2008 13:13:05 +0200
Subject: [rt-users] RT 3.6.4 - Template Autogenerate Password
Message-ID: <07FD4DCB6B2E194495066CA0A5CF117701C7D54E@MXS1.cpbs.at>

Hello everybody!

I have the following template for autogenerating user and password after
creating a new ticket:

------------------------------------------------------------------------
-----------------------
Subject: AutoReply: {$Ticket->Subject}

{
*RT::User::GenerateRandomNextChar = \&RT::User::_GenerateRandomNextChar;


if (($Transaction->CreatorObj->id != $RT::Nobody->id) &&
(!$Transaction->CreatorObj->Privileged) &&
($Transaction->CreatorObj->__Value('Password') eq '*NO-PASSWORD*')
) {

my $user = RT::User->new($RT::SystemUser);
$user->Load($Transaction->CreatorObj->Id);
my ($stat, $pass) = $user->SetRandomPassword();

if (!$stat) {
$OUT .=
"An internal error has occurred. RT was not able to set a password for
you.
Please contact your local RT administrator for assistance.";

}

$OUT .= "
You can check the current status and history of your requests at:

".$RT::WebURL."

When prompted, enter the following username and password:

Username: ".$user->Name."
Password: ".$pass."
";
}
}
------------------------------------------------------------------------
-----------------------

How can I add this user to a group automatically in this script?

Thanks,
Andreas




From nico at sonycom.com  Wed May 14 07:46:10 2008
From: nico at sonycom.com (Nico De Ranter)
Date: Wed, 14 May 2008 13:46:10 +0200
Subject: [rt-users] permission denied when replying via mail
Message-ID: <1210765570.3759.43.camel@devil.sonytel.be>


Hi,

a few of my users are reporting 'permission denied' errors when they try
to reply to an RT ticket via e-mail.  They get an e-mail back saying
something like:

-----------------
Subject: Message not recorded: RE: [Admin #700] ticket subject

Permission Denied
-----------------

In the RT logs the only thing I can find is

-----------------
May  9 11:50:12 sporkin RT: Permission Denied
(/www-ssl/rt/lib/RT/Interface/Email.pm:243)
May  9 11:50:12 sporkin RT: Could not record email: Message not
recorded: Permission Denied
(/www-ssl/rt/share/html/REST/1.0/NoAuth/mail-gateway:75)
-----------------

I found some reference in the rt-users archive pointing at queue rights
however I believe these are set correct. Besides all my users are in the
same group 'Everyone' so in that case everybody should have the same
problem right?

Any idea why this happens?  I'm quite sure the e-mail address they use
matches the one in the RT database.

I'm using RT 3.6.6 on CentOS 5

Thanks in advance,

Nico




From KFCrocker at lbl.gov  Wed May 14 12:40:30 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 14 May 2008 09:40:30 -0700
Subject: [rt-users] permission denied when replying via mail
In-Reply-To: <1210765570.3759.43.camel@devil.sonytel.be>
References: <1210765570.3759.43.camel@devil.sonytel.be>
Message-ID: <482B15FE.9000106@lbl.gov>

Nico,


	Your question is not as simple as it may seem. A good answer requires 
some info from you. It really depends on how you set up your privileges. 
Do you grant rights to users or groups or both? If both, that will 
complicate the debugging process. If Users, check out what rights that 
user has for the queue the ticket is in. Make sure they have the 
"ReplyToTicket" right. If groups, see what groups he is in and what 
rights they have for the queue this ticket is in. Same right as before. 
Is this user a Privileged user or Unprivileged. You have to look at that 
as well and what rights you are granting on a global basis.


Kenn
LBNL

On 5/14/2008 4:46 AM, Nico De Ranter wrote:
> Hi,
> 
> a few of my users are reporting 'permission denied' errors when they try
> to reply to an RT ticket via e-mail.  They get an e-mail back saying
> something like:
> 
> -----------------
> Subject: Message not recorded: RE: [Admin #700] ticket subject
> 
> Permission Denied
> -----------------
> 
> In the RT logs the only thing I can find is
> 
> -----------------
> May  9 11:50:12 sporkin RT: Permission Denied
> (/www-ssl/rt/lib/RT/Interface/Email.pm:243)
> May  9 11:50:12 sporkin RT: Could not record email: Message not
> recorded: Permission Denied
> (/www-ssl/rt/share/html/REST/1.0/NoAuth/mail-gateway:75)
> -----------------
> 
> I found some reference in the rt-users archive pointing at queue rights
> however I believe these are set correct. Besides all my users are in the
> same group 'Everyone' so in that case everybody should have the same
> problem right?
> 
> Any idea why this happens?  I'm quite sure the e-mail address they use
> matches the one in the RT database.
> 
> I'm using RT 3.6.6 on CentOS 5
> 
> Thanks in advance,
> 
> Nico
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 



From shannon_adams68 at yahoo.com  Wed May 14 15:02:25 2008
From: shannon_adams68 at yahoo.com (Shannon Adams)
Date: Wed, 14 May 2008 12:02:25 -0700 (PDT)
Subject: [rt-users] RT 3.6.6 - httpd won't start
Message-ID: <71873.26425.qm@web52909.mail.re2.yahoo.com>

Sorry about not copying rt_users.  It was an oversight.  It wasn't intentional as I need all the help I can get!

I finally overcame httpd not starting up. However, now when I browse to the RT URL - I am getting the error message below.  httpd is started as root.  What should the permissions be under the /opt/rt3 structure?  I don't recall changing anything after the initial installation.

Permissions under /opt/rt3:
drwxrwxrwx 6 apache apache 4096 2008-05-12 15:30 var
drwxrwx--- 5 apache apache 4096 2008-05-12 10:16 mason_data
drwxr-xr-x 2 apache apache 4096 2008-05-12 17:49 obj

Here is the error that pops up in the browser.

mkdir /opt/rt3/var/mason_data/obj/2362954981: Permission denied at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Compiler/ToObject.pm line 107


Trace begun at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Exceptions.pm line 129
HTML::Mason::Exceptions::rethrow_exception('mkdir /opt/rt3/var/mason_data/obj/2362954981: Permission denied at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Compiler/ToObject.pm line 107^J') called at /usr/lib/perl5/5.8.8/Carp.pm line 269
Carp::croak('mkdir /opt/rt3/var/mason_data/obj/2362954981: Permission denied') called at /usr/lib/perl5/5.8.8/File/Path.pm line 168
File::Path::mkpath('/opt/rt3/var/mason_data/obj/2362954981', 0, 509) called at /usr/lib/perl5/5.8.8/File/Path.pm line 161
File::Path::mkpath('/opt/rt3/var/mason_data/obj/2362954981/standard', 0, 509) called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Compiler/ToObject.pm line 107
HTML::Mason::Compiler::ToObject::compile_to_file(undef, 'file', '/opt/rt3/var/mason_data/obj/2362954981/standard/index.html.obj', 'source', 'HTML::Mason::ComponentSource=HASH(0xbbf5eeac)') called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Interp.pm line 434
HTML::Mason::Interp::load('HTML::Mason::Interp=HASH(0xbb14cc74)', '/index.html') called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm line 245
eval {...} at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm line 230
HTML::Mason::Request::_initialize('HTML::Mason::Request::ApacheHandler=HASH(0xbbf5ed80)') called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm line 210
HTML::Mason::Request::new('HTML::Mason::Request::ApacheHandler', 'error_mode', 'output', 'autoflush', 0, 'error_format', 'html', 'interp', 'HTML::Mason::Interp=HASH(0xbb14cc74)', 'comp', '/index.html', 'args', 'ARRAY(0xbbe939dc)', 'ah', 'HTML::Mason::ApacheHandler=HASH(0xbb149fdc)', 'apache_req', 'Apache2::RequestRec=SCALAR(0xbaef9ec4)', 'container', 'HASH(0xbbf303dc)') called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 97
HTML::Mason::Request::ApacheHandler::new('HTML::Mason::Request::ApacheHandler', 'error_mode', 'output', 'autoflush', 0, 'error_format', 'html', 'interp', 'HTML::Mason::Interp=HASH(0xbb14cc74)', 'comp', '/index.html', 'args', 'ARRAY(0xbbe939dc)', 'ah', 'HTML::Mason::ApacheHandler=HASH(0xbb149fdc)', 'apache_req', 'Apache2::RequestRec=SCALAR(0xbaef9ec4)', 'container', 'HASH(0xbbf303dc)') called at /usr/lib/perl5/vendor_perl/5.8.8/Class/Container.pm line 275
Class::Container::call_method('HTML::Mason::Interp=HASH(0xbb14cc74)', 'request', 'new', 'interp', 'HTML::Mason::Interp=HASH(0xbb14cc74)', 'comp', '/index.html', 'args', 'ARRAY(0xbbe939dc)', 'ah', 'HTML::Mason::ApacheHandler=HASH(0xbb149fdc)', 'apache_req', 'Apache2::RequestRec=SCALAR(0xbaef9ec4)', 'container', 'HASH(0xbbf303dc)') called at /usr/lib/perl5/vendor_perl/5.8.8/Class/Container.pm line 353
Class::Container::create_delayed_object('interp', 'HTML::Mason::Interp=HASH(0xbb14cc74)', 'comp', '/index.html', 'args', 'ARRAY(0xbbe939dc)', 'ah', 'HTML::Mason::ApacheHandler=HASH(0xbb149fdc)', 'apache_req', 'Apache2::RequestRec=SCALAR(0xbaef9ec4)', 'container', 'HASH(0xbbf303dc)') called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Interp.pm line 348
HTML::Mason::Interp::make_request('HTML::Mason::Interp=HASH(0xbb14cc74)', 'comp', '/index.html', 'args', 'ARRAY(0xbbe939dc)', 'ah', 'HTML::Mason::ApacheHandler=HASH(0xbb149fdc)', 'apache_req', 'Apache2::RequestRec=SCALAR(0xbaef9ec4)') called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 869
eval {...} at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 868
HTML::Mason::ApacheHandler::prepare_request('HTML::Mason::ApacheHandler=HASH(0xbb149fdc)', 'Apache2::RequestRec=SCALAR(0xbaef9ec4)') called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 823
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xbb149fdc)', 'Apache2::RequestRec=SCALAR(0xbaef9ec4)') called at /opt/rt3/bin/webmux.pl line 125
eval {...} at /opt/rt3/bin/webmux.pl line 125
RT::Mason::handler('Apache2::RequestRec=SCALAR(0xbaef9ec4)') called at -e line 0
eval {...} at -e line 0

Thanks,
Shannon

----- Original Message ----
From: Ruslan Zakirov <ruz at bestpractical.com>
To: Shannon Adams <shannon_adams68 at yahoo.com>
Cc: RT users <rt-users at lists.bestpractical.com>
Sent: Tuesday, May 13, 2008 10:56:20 PM
Subject: Re: [rt-users] RT 3.6.6 - httpd won't start

Never drop rt-users@ from list of recipients of your emails. If you
want me or other qualified admins and RT developers help privately
then please contact sales at bestpractical.com otherwise stick with
rt-users@ so other people can help you as well and may be solve their
problems by reading this thread.

We're not distant disk readers :), so we couldn't help you without
additional info and error message suggest you where to look for real
error message: "More information about this error may be available in
the server error log."

On Wed, May 14, 2008 at 5:32 AM, Shannon Adams
<shannon_adams68 at yahoo.com> wrote:
> This is so frustrating.  Now, I am getting this when browsing to rtbak.bigrocksports.com (DNS has rtbak as 10.9.10.251):
>
>
>  Internal Server Error
>  The server encountered an internal error or
>  misconfiguration and was unable to complete
>  your request.
>  Please contact the server administrator, root at localhost and inform them of the time the error occurred,
>  and anything you might have done that may have
>  caused the error.
>  More information about this error may be available
>  in the server error log.
>  ________________________________
>
>  Apache/2.2.8 (Fedora) Server at rtbak.bigrocksports.com Port 80
>  Here is exactly how my rt3.conf looks now:
>
>
>  <VirtualHost 10.9.10.251>
>   ServerName itadmintest.bigrocksports.com
>   DocumentRoot /opt/rt3/share/html
>   AddDefaultCharset UTF-8
>   PerlRequire /opt/rt3/bin/webmux.pl
>   <Directory /opt/rt3/share/html>
>           Order allow,deny
>           Allow from all
>           SetHandler perl-script
>           PerlHandler RT::Mason
>   </Directory>
>  </VirtualHost>
>
>  Thanks again for helping me through this!
>
> Shannon
>
>  ----- Original Message ----
>  From: Ruslan Zakirov <ruz at bestpractical.com>
>  To: Shannon Adams <shannon_adams68 at yahoo.com>
>
>
> Sent: Tuesday, May 13, 2008 9:25:10 PM
>  Subject: Re: [rt-users] RT 3.6.6 - httpd won't start
>
>  I hope you've changed properties of vistual host to something like:
>
>  <VirtualHost 10.9.10.251>
>        ServerName itadmintest.bigrocksports.com
>        DocumentRoot /opt/rt3/share/html
>        AddDefaultCharset UTF-8
>        PerlRequire /opt/rt3/bin/webmux.pl
>        <Directory /opt/rt3/share/html>
>                Order allow,deny
>                Allow from all
>                SetHandler perl-script
>                PerlHandler RT::Mason
>        </Directory>
>  </VirtualHost>
>
>  On Wed, May 14, 2008 at 5:07 AM, Shannon Adams
>  <shannon_adams68 at yahoo.com> wrote:
>  > Okay, getting close.  I got rid of my rt3.conf and used the one you provided below.  Now, I receive the following when I browse to rtbak.bigrocksports.com:
>  >
>  >  "FEDORA TEST PAGE
>  >
>  >  This page is used to test the proper operation of the Apache HTTP server
>  >  after it has been installed. If you can read this page, it means that the web
>  >  server installed at this site is working properly, but has not yet been
>  >  configured."
>  >
>  >  I don't know how to configure FastCGI.  It doesn't matter to me which is used mod_perl of FCGI.  I have been fighting with this for days now and just want to get it to work.
>  >
>  >  Thank you very much for helping me through this.  It looks like it is closer to working now.  Do you know what I need to do next to get the RT login screen to show up instead of the Fedora test page?
>  >
>  >
>  >  Shannon
>  >
>  >  ----- Original Message ----
>  >  From: Ruslan Zakirov <ruz at bestpractical.com>
>  >
>  >
>  > To: Shannon Adams <shannon_adams68 at yahoo.com>
>  >  Sent: Tuesday, May 13, 2008 8:58:38 PM
>  >  Subject: Re: [rt-users] RT 3.6.6 - httpd won't start
>  >
>  >  As far as I can see:
>  >  * mixed all suggestions from that manual in one place
>  >  * as you want to run only RT on a vhost xxx.your-domain.com then you
>  >  don't need any Alias and other things that map RT to "/rt" location on
>  >  that virtual host
>  >  * Here is the minimal config for an IP based virtual host I just
>  >  successfully started after wrting it from scratch:
>  >
>  >  Listen 8080
>  >  <VirtualHost *:8080>
>  >         ServerName localhost:8080
>  >         DocumentRoot /opt/rt3/share/html
>  >         AddDefaultCharset UTF-8
>  >         PerlRequire /opt/rt3/bin/webmux.pl
>  >         <Directory /opt/rt3/share/html>
>  >                 Order allow,deny
>  >                 Allow from all
>  >                 SetHandler perl-script
>  >                 PerlHandler RT::Mason
>  >         </Directory>
>  >  </VirtualHost>
>  >
>  >  That's all. it just works with mod_perl2 on apache2
>  >
>  >  Do you know how to configure FastCGI? Let me help you with mod_perl
>  >  then you'll decide if you want to switch to FCGI or not.
>  >
>  >  On Wed, May 14, 2008 at 3:34 AM, Shannon Adams
>  >  <shannon_adams68 at yahoo.com> wrote:
>  >  > Hi Ruslan,
>  >  >
>  >  >  Thanks for the response.
>  >  >
>  >  >  I am running Apache/2.2.8.  I am not sure how to tell what version of mod_perl I am running.  How can I tell what version I am using or better yet, what do I need to change in the in the following rt3.conf to switch to FastCGI?
>  >  >
>  >  >  Right now, httpd starts - but I get the following when browsing to rtbak.bigrocksports.com:
>  >  >
>  >  >  You're almost there!
>  >  >
>  >  >  You haven't yet configured your webserver to run RT.
>  >  >
>  >  >  You appear to have installed RT's web interface correctly, but haven't yet configured your web server to "run" the RT server which powers the web interface.
>  >  >
>  >  >  The next step is to edit your webserver's configuration file to instruct it to use RT's mod_perl , fastcgi or speedycgi handler.
>  >  >
>  >  >  rt3.conf follows:
>  >  >
>  >  >
>  >  >  <VirtualHost 10.9.10.251>
>  >  >   ServerName itadmintest.bigrocksports.com
>  >  >
>  >  >   DocumentRoot /opt/rt3/share/html
>  >  >   AddDefaultCharset UTF-8
>  >  >
>  >  >   PerlModule Apache2::compat
>  >  >
>  >  >
>  >  >   Alias /rt "/opt/rt3/share/html"
>  >  >   PerlModule Apache::DBI
>  >  >   PerlRequire /opt/rt3/bin/webmux.pl
>  >  >
>  >  >   <Directory /opt/rt3/share/html>
>  >  >     AllowOverride All
>  >  >     Options ExecCGI FollowSymLinks
>  >  >     <IfModule mod_access.c>
>  >  >         Order allow,deny
>  >  >       Allow from all
>  >  >     </IfModule>
>  >  >   </Directory>
>  >  >
>  >  >   <Location /rt>
>  >  >     RewriteEngine On
>  >  >     RedirectMatch permanent (.*)/$ $1/index.html
>  >  >     AddDefaultCharset UTF-8
>  >  >     SetHandler perl-script
>  >  >     PerlHandler RT::Mason
>  >  >   </Location>
>  >  >
>  >  >  </VirtualHost>
>  >  >
>  >  >
>  >  >  Thanks for the help,
>  >  >  Shannon
>  >  >
>  >  >
>  >  >
>  >  >  ----- Original Message ----
>  >  >  From: Ruslan Zakirov <ruz at bestpractical.com>
>  >  >  To: jmoseley at corp.xanadoo.com
>  >  >  Cc: Shannon Adams <shannon_adams68 at yahoo.com>; rt-users at lists.bestpractical.com; rt-users-bounces at lists.bestpractical.com
>  >  >  Sent: Tuesday, May 13, 2008 6:42:08 PM
>  >  >  Subject: Re: [rt-users] RT 3.6.6 - httpd won't start
>  >  >
>  >  >  IMPORTANT:
>  >  >
>  >  >  If you are using mod_perl 2.x and Apache2 then there is NO NEED in
>  >  >  Apache2::compat !!!
>  >  >
>  >  >  If you're using mod_perl 1.9* and Apache2 then you MUST UPGRADE to MP
>  >  >  2.x or forget about mod_perl at all and use FastCGI instead.
>  >  >
>  >  >  If you're using mod_perl1 + apache1 then... then just use it :)
>  >  >
>  >  >  Point me to the doc where you guys find that shitty "compat" thing so
>  >  >  I can rip it out forever!
>  >  >
>  >  >  On Wed, May 14, 2008 at 1:39 AM,  <jmoseley at corp.xanadoo.com> wrote:
>  >  >  > I think there's a typo in the Wiki, at least on the last line:
>  >  >  >
>  >  >  >
>  >  >  >  # this line applies to Apache2+mod_perl2 only
>  >  >  >    # Below line might be incorrect, I had to use:
>  >  >  >    #     PerlModule Apache2::compat
>  >  >  >    # mod_perl 2.0.1 from FC4 Linux
>  >  >  >    PerlModule Apache2 Apache::compat
>  >  >  >
>  >  >  >  Sould be: PerlModule Apache2::compat
>  >  >  >
>  >  >  >  Look at the error logs, it's trying to find an Apache2 perl module that
>  >  >  >  doesn't exist.
>  >  >  >
>  >  >  >
>  >  >  >
>  >  >  >  James Moseley
>  >  >  >
>  >  >  >
>  >  >  >
>  >  >  >
>  >  >  >
>  >  >  >              Shannon Adams
>  >  >  >              <shannon_adams68@
>  >  >  >              yahoo.com>                                                 To
>  >  >  >              Sent by:                  rt-users at lists.bestpractical.com
>  >  >  >              rt-users-bounces@                                          cc
>  >  >  >              lists.bestpractic
>  >  >  >              al.com                                                Subject
>  >  >  >                                        [rt-users] RT 3.6.6 - httpd won't
>  >  >  >                                        start
>  >  >  >              05/13/2008 04:04
>  >  >  >              PM
>  >  >  >
>  >  >  >
>  >  >  >
>  >  >  >
>  >  >  >
>  >  >  >
>  >  >  >
>  >  >  >
>  >  >  >
>  >  >  >
>  >  >  >  I went through the manual installation Wiki and cleaned up my rt3.conf.  I
>  >  >  >  think it should be correct now.  However, httpd won't start.  Here is what
>  >  >  >  I get in the error_log:
>  >  >  >
>  >  >  >  Tue May 13 15:46:51 2008] [error] Can't locate Apache2.pm in @INC (@INC
>  >  >  >  contains: /opt/rt3/local/lib /opt/rt3/lib /usr/lib/perl5/site_perl/5.8.8
>  >  >  >  /i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.7
>  >  >  >  /i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.6
>  >  >  >  /i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5
>  >  >  >  /i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8
>  >  >  >  /usr/lib/perl5/site_perl/5.8.7 /usr/lib/perl5/site_perl/5.8.6
>  >  >  >  /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl
>  >  >  >  /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi
>  >  >  >  /usr/lib/perl5/vendor_perl/5.8.7/i386-linux-thread-multi
>  >  >  >  /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi
>  >  >  >  /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi
>  >  >  >  /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl/5.8.7
>  >  >  >  /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5
>  >  >  >  /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.8/i386-linux-thread-multi
>  >  >  >  /usr/lib/perl5/5.8.8 . /etc/httpd) at (eval 209) line
>  >  >  >  3.\n
>  >  >  >  [Tue May 13 15:46:51 2008] [error] Can't load Perl module Apache2 for
>  >  >  >  server itadmin_test.bigrocksports.com:0, exiting...
>  >  >  >
>  >  >  >
>  >  >  >  httpd -v shows:
>  >  >  >  Server version: Apache/2.2.8 (Unix)
>  >  >  >  Server built:   Jan 28 2008 06:24:44
>  >  >  >
>  >  >  >  rt3.conf:
>  >  >  >  <VirtualHost 10.9.10.251>
>  >  >  >    ServerName itadmin_test.bigrocksports.com
>  >  >  >    DocumentRoot /opt/rt3/share/html
>  >  >  >    AddDefaultCharset UTF-8
>  >  >  >
>  >  >  >    # this line applies to Apache2+mod_perl2 only
>  >  >  >    # Below line might be incorrect, I had to use:
>  >  >  >    #     PerlModule Apache2::compat
>  >  >  >    # mod_perl 2.0.1 from FC4 Linux
>  >  >  >    PerlModule Apache2 Apache::compat
>  >  >  >
>  >  >  >   Alias /rt "/opt/rt3/share/html"
>  >  >  >   PerlModule Apache::DBI
>  >  >  >   PerlRequire /opt/rt3/bin/webmux.pl
>  >  >  >
>  >  >  >   <Directory /opt/rt3/share/html>
>  >  >  >     AllowOverride All
>  >  >  >     Options ExecCGI FollowSymLinks
>  >  >  >     <IfModule mod_access.c>
>  >  >  >         Order allow,deny
>  >  >  >       Allow from all
>  >  >  >     </IfModule>
>  >  >  >   </Directory>
>  >  >  >
>  >  >  >   <Location /rt>
>  >  >  >     RewriteEngine On
>  >  >  >     RedirectMatch permanent (.*)/$ $1/index.html
>  >  >  >     AddDefaultCharset UTF-8
>  >  >  >     SetHandler perl-script
>  >  >  >     PerlHandler RT::Mason
>  >  >  >   </Location>
>  >  >  >
>  >  >  >  </VirtualHost>
>  >  >  >
>  >  >  >  Do you see anything that would cause httpd not to start?
>  >  >  >
>  >  >  >  Shannon
>  >  >  >
>  >  >  >
>  >  >  >
>  >  >  >
>  >  >  >  _______________________________________________
>  >  >  >  http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>  >  >  >
>  >  >  >  Community help: http://wiki.bestpractical.com
>  >  >  >  Commercial support: sales at bestpractical.com
>  >  >  >
>  >  >  >
>  >  >  >  Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>  >  >  >  Buy a copy at http://rtbook.bestpractical.com
>  >  >  >
>  >  >  >
>  >  >  >  _______________________________________________
>  >  >  >  http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>  >  >  >
>  >  >  >  Community help: http://wiki.bestpractical.com
>  >  >  >  Commercial support: sales at bestpractical.com
>  >  >  >
>  >  >  >
>  >  >  >  Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>  >  >  >  Buy a copy at http://rtbook.bestpractical.com
>  >  >  >
>  >  >
>  >  >
>  >  >
>  >  >  --
>  >  >  Best regards, Ruslan.
>  >  >
>  >  >
>  >  >
>  >  >
>  >  >
>  >
>  >
>  >
>  >  --
>  >  Best regards, Ruslan.
>  >
>  >
>  >
>  >
>  >
>
>
>
>  --
>  Best regards, Ruslan.
>
>
>
>
>



-- 
Best regards, Ruslan.



      


From mauriciovieira at safernet.org.br  Wed May 14 21:45:36 2008
From: mauriciovieira at safernet.org.br (Mauricio Vieira)
Date: Wed, 14 May 2008 22:45:36 -0300
Subject: [rt-users] Error near RT-Attach-Message after ticket->Take
Message-ID: <482B95C0.2020803@safernet.org.br>

Hello,

   I have made a perl script to resolve some tickets automatically and 
move to another queue we have here. I created a new user with 
permissions to handle ticket in both queues.
   When I $ticket->Take; within my perl script, i got a message twice:
172 2007-06-30 22:07:23
[Thu May 15 01:45:46 2008] [error]: error:    couldn't parse head; error 
near:
RT-Attach-Message: yes 
(/usr/share/request-tracker3.6/lib/RT/Template_Overlay.pm:336)

   Anyway, the ticket is taken and is resolved adequately, but i got a 
delay after every ticket taking.

   I don't know how to track this error. Anybody has any hints?

Thanks in advance (so I won't bother the others with thanking messages),

-- 
Mauricio B. C. Vieira - <mauriciovieira at safernet.org.br>
Software Engineer
SaferNet Brasil - http://www.safernet.org.br
0xD65AF73A - http://pgp.mit.edu


From Andreas.Sinn at cpb-software.com  Thu May 15 02:35:54 2008
From: Andreas.Sinn at cpb-software.com (SINN Andreas)
Date: Thu, 15 May 2008 08:35:54 +0200
Subject: [rt-users] RT 3.6.4 - Template Autogenerate Password
Message-ID: <07FD4DCB6B2E194495066CA0A5CF117701C7D6E1@MXS1.cpbs.at>

Hello everybody!

I have the following template for autogenerating user and password after
creating a new ticket:

------------------------------------------------------------------------
-----------------------
Subject: AutoReply: {$Ticket->Subject}

{
*RT::User::GenerateRandomNextChar = \&RT::User::_GenerateRandomNextChar;


if (($Transaction->CreatorObj->id != $RT::Nobody->id) &&
(!$Transaction->CreatorObj->Privileged) &&
($Transaction->CreatorObj->__Value('Password') eq '*NO-PASSWORD*')
) {

my $user = RT::User->new($RT::SystemUser);
$user->Load($Transaction->CreatorObj->Id);
my ($stat, $pass) = $user->SetRandomPassword();

if (!$stat) {
$OUT .=
"An internal error has occurred. RT was not able to set a password for
you.
Please contact your local RT administrator for assistance.";

}

$OUT .= "
You can check the current status and history of your requests at:

".$RT::WebURL."

When prompted, enter the following username and password:

Username: ".$user->Name."
Password: ".$pass."
";
}
}
------------------------------------------------------------------------
-----------------------

How can I add this user to a group automatically in this script?

Thanks,
Andreas




From itinfoguy at gmail.com  Thu May 15 02:44:59 2008
From: itinfoguy at gmail.com (IT GUY)
Date: Thu, 15 May 2008 12:29:59 +0545
Subject: [rt-users] RT 3.6.6 - httpd won't start
In-Reply-To: <71873.26425.qm@web52909.mail.re2.yahoo.com>
References: <71873.26425.qm@web52909.mail.re2.yahoo.com>
Message-ID: <c02411c30805142344y56cb422ev6794cbb17828669@mail.gmail.com>

Dear All,

Are these lines(there are more) added in httpd.conf . They should be there.

LoadModule auth_basic_module modules/mod_auth_basic.so
LoadModule auth_digest_module modules/mod_auth_digest.so
LoadModule authn_file_module modules/mod_authn_file.so



Regards,

IT GUY
Yogesh
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From johan.baarman at citec.fi  Thu May 15 03:58:59 2008
From: johan.baarman at citec.fi (Johan Baarman)
Date: Thu, 15 May 2008 10:58:59 +0300
Subject: [rt-users] Scrip to add watchers from mail body SOLVED
In-Reply-To: <C44DC857.D9C%johan.baarman@citec.fi>
Message-ID: <C451C7F3.E1E%johan.baarman@citec.fi>

Since noone replyid I figured it out myself ;)
There might be an easier way to do it but this works for me. Basically I
create an array of the content splitted by space (or newline) and then go
through each line in array to set watchers.


This is my code:

my $attachs = $self->TransactionObj->Attachments;
my $AttachObj;

while( my $a = $attachs->Next )
{
  if( $a->ContentType eq 'text/plain' )
  { 
    $AttachObj = $a;
    last 
  } 
} 
unless ($AttachObj)
{
  unless ( $AttachObj = $self->TransactionObj->Attachments->First )
  {
    return 1;
  }
  unless( $AttachObj->ContentType =~ /^text/ ) {
    return 1;
  }
}

my $content = $AttachObj->Content;
my @arrayBody = split(' ', $content);
foreach my $line (@arrayBody) {
 if( $line =~ m/^\QSet-CC:\E\s*(\S+)\s*$/m ) {
      $self->TicketObj->AddWatcher( Type => "Cc", Email => $1);
      $RT::Logger->info( "User ". $1 . " added as watcher to Ticket #" .
$self->TicketObj->Id);
 }
}

# strip special commands from email content
$content =~ s/^\QSet-CC:\E\s*(\S+)\s*$//gm;

# silently overwrite attachment content
$AttachObj->__Set( Field => 'Content', Value => $content );
1;


On 5/12/08 10:11 AM, "Johan Baarman" <johan.baarman at citec.fi> wrote:

> Hi list,
> 
> I?m trying to create a scip that will add several watchers from a mail body on
> ticket creation. It works alright for the first line but can?t get it to add
> several watchers. I?ve followed
> http://wiki.bestpractical.com/view/SetTicketPropertiesViaMail but I?m not too
> confident with perl to get it work.
> 
> 
> My message body looks like this:
> 
> Set-CC:john.doe at mycompany.com
> Set-CC:marcus.whatever at mycompany.com
> Set-CC:brian.surname at mycompany.com
> 
> 
> And my scrip looks like:
> 
> my $AttachObj = $self->TransactionObj->Attachments->First;
> # go out if content is not text!
> unless( $AttachObj->ContentType =~ /^text/ ) {
>      return 1;
> }
> 
> my $content = $AttachObj->Content;
> if( $content =~ m/^\QSet-CC:\E\s*(\S+)\s*$/m ) {
>       $self->TicketObj->AddWatcher( Type => "Cc", Email => $1);
> }
> 
> # strip special commands from email content
> $content =~ s/^\QSet-CC:\E\s*(\S+)\s*$//gm;
> 
> # silently overwrite attachment content
> $AttachObj->__Set( Field => 'Content', Value => $content );
> 1;
> 
> I guess I should make the scrip go through each line but don?t know how?
> 
> Thank in advance
> Johan ###########################################
> 
> This message has been scanned by F-Secure Anti-Virus for Microsoft Exchange.
> For more information, connect to http://www.f-secure.com/
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com

###########################################

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From ruz at bestpractical.com  Thu May 15 04:20:04 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 15 May 2008 12:20:04 +0400
Subject: [rt-users] RT 3.6.6 - httpd won't start
In-Reply-To: <71873.26425.qm@web52909.mail.re2.yahoo.com>
References: <71873.26425.qm@web52909.mail.re2.yahoo.com>
Message-ID: <589c94400805150120j7496229dl9e812154eb4a3586@mail.gmail.com>

Those errors suggest me that your apache server is running under user
that is not "apache". Look for Group and User derictives in your
httpd.conf. Also, the permissions you posted below are wierd in terms
of layout. By default RT has the following dirs:

rt3/var
rt3/var/mason_data

There is no "rt3/mason_data". May be your server actually runs under
"apache" but you've ignored the fact that ./configure has options
--with-web-user and --with-web-group and tried to fix it later and
failed. You can re-run configure script and make install again to fix
permissions.

On Wed, May 14, 2008 at 11:02 PM, Shannon Adams
<shannon_adams68 at yahoo.com> wrote:
> Sorry about not copying rt_users.  It was an oversight.  It wasn't intentional as I need all the help I can get!
>
>  I finally overcame httpd not starting up. However, now when I browse to the RT URL - I am getting the error message below.  httpd is started as root.  What should the permissions be under the /opt/rt3 structure?  I don't recall changing anything after the initial installation.
>
>  Permissions under /opt/rt3:
>  drwxrwxrwx 6 apache apache 4096 2008-05-12 15:30 var
>  drwxrwx--- 5 apache apache 4096 2008-05-12 10:16 mason_data
>  drwxr-xr-x 2 apache apache 4096 2008-05-12 17:49 obj
>
>  Here is the error that pops up in the browser.
>
>  mkdir /opt/rt3/var/mason_data/obj/2362954981: Permission denied at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Compiler/ToObject.pm line 107
>
>
>  Trace begun at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Exceptions.pm line 129
>  HTML::Mason::Exceptions::rethrow_exception('mkdir /opt/rt3/var/mason_data/obj/2362954981: Permission denied at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Compiler/ToObject.pm line 107^J') called at /usr/lib/perl5/5.8.8/Carp.pm line 269
>  Carp::croak('mkdir /opt/rt3/var/mason_data/obj/2362954981: Permission denied') called at /usr/lib/perl5/5.8.8/File/Path.pm line 168
>  File::Path::mkpath('/opt/rt3/var/mason_data/obj/2362954981', 0, 509) called at /usr/lib/perl5/5.8.8/File/Path.pm line 161
>  File::Path::mkpath('/opt/rt3/var/mason_data/obj/2362954981/standard', 0, 509) called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Compiler/ToObject.pm line 107
>  HTML::Mason::Compiler::ToObject::compile_to_file(undef, 'file', '/opt/rt3/var/mason_data/obj/2362954981/standard/index.html.obj', 'source', 'HTML::Mason::ComponentSource=HASH(0xbbf5eeac)') called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Interp.pm line 434
>  HTML::Mason::Interp::load('HTML::Mason::Interp=HASH(0xbb14cc74)', '/index.html') called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm line 245
>  eval {...} at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm line 230
>  HTML::Mason::Request::_initialize('HTML::Mason::Request::ApacheHandler=HASH(0xbbf5ed80)') called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm line 210
>  HTML::Mason::Request::new('HTML::Mason::Request::ApacheHandler', 'error_mode', 'output', 'autoflush', 0, 'error_format', 'html', 'interp', 'HTML::Mason::Interp=HASH(0xbb14cc74)', 'comp', '/index.html', 'args', 'ARRAY(0xbbe939dc)', 'ah', 'HTML::Mason::ApacheHandler=HASH(0xbb149fdc)', 'apache_req', 'Apache2::RequestRec=SCALAR(0xbaef9ec4)', 'container', 'HASH(0xbbf303dc)') called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 97
>  HTML::Mason::Request::ApacheHandler::new('HTML::Mason::Request::ApacheHandler', 'error_mode', 'output', 'autoflush', 0, 'error_format', 'html', 'interp', 'HTML::Mason::Interp=HASH(0xbb14cc74)', 'comp', '/index.html', 'args', 'ARRAY(0xbbe939dc)', 'ah', 'HTML::Mason::ApacheHandler=HASH(0xbb149fdc)', 'apache_req', 'Apache2::RequestRec=SCALAR(0xbaef9ec4)', 'container', 'HASH(0xbbf303dc)') called at /usr/lib/perl5/vendor_perl/5.8.8/Class/Container.pm line 275
>  Class::Container::call_method('HTML::Mason::Interp=HASH(0xbb14cc74)', 'request', 'new', 'interp', 'HTML::Mason::Interp=HASH(0xbb14cc74)', 'comp', '/index.html', 'args', 'ARRAY(0xbbe939dc)', 'ah', 'HTML::Mason::ApacheHandler=HASH(0xbb149fdc)', 'apache_req', 'Apache2::RequestRec=SCALAR(0xbaef9ec4)', 'container', 'HASH(0xbbf303dc)') called at /usr/lib/perl5/vendor_perl/5.8.8/Class/Container.pm line 353
>  Class::Container::create_delayed_object('interp', 'HTML::Mason::Interp=HASH(0xbb14cc74)', 'comp', '/index.html', 'args', 'ARRAY(0xbbe939dc)', 'ah', 'HTML::Mason::ApacheHandler=HASH(0xbb149fdc)', 'apache_req', 'Apache2::RequestRec=SCALAR(0xbaef9ec4)', 'container', 'HASH(0xbbf303dc)') called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Interp.pm line 348
>  HTML::Mason::Interp::make_request('HTML::Mason::Interp=HASH(0xbb14cc74)', 'comp', '/index.html', 'args', 'ARRAY(0xbbe939dc)', 'ah', 'HTML::Mason::ApacheHandler=HASH(0xbb149fdc)', 'apache_req', 'Apache2::RequestRec=SCALAR(0xbaef9ec4)') called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 869
>  eval {...} at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 868
>  HTML::Mason::ApacheHandler::prepare_request('HTML::Mason::ApacheHandler=HASH(0xbb149fdc)', 'Apache2::RequestRec=SCALAR(0xbaef9ec4)') called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 823
>  HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xbb149fdc)', 'Apache2::RequestRec=SCALAR(0xbaef9ec4)') called at /opt/rt3/bin/webmux.pl line 125
>  eval {...} at /opt/rt3/bin/webmux.pl line 125
>  RT::Mason::handler('Apache2::RequestRec=SCALAR(0xbaef9ec4)') called at -e line 0
>  eval {...} at -e line 0
>
>  Thanks,
>
> Shannon
>
>  ----- Original Message ----
>  From: Ruslan Zakirov <ruz at bestpractical.com>
>  To: Shannon Adams <shannon_adams68 at yahoo.com>
>
>
> Cc: RT users <rt-users at lists.bestpractical.com>
>  Sent: Tuesday, May 13, 2008 10:56:20 PM
>  Subject: Re: [rt-users] RT 3.6.6 - httpd won't start
>
>  Never drop rt-users@ from list of recipients of your emails. If you
>  want me or other qualified admins and RT developers help privately
>  then please contact sales at bestpractical.com otherwise stick with
>  rt-users@ so other people can help you as well and may be solve their
>  problems by reading this thread.
>
>  We're not distant disk readers :), so we couldn't help you without
>  additional info and error message suggest you where to look for real
>  error message: "More information about this error may be available in
>  the server error log."
>
>  On Wed, May 14, 2008 at 5:32 AM, Shannon Adams
>  <shannon_adams68 at yahoo.com> wrote:
>  > This is so frustrating.  Now, I am getting this when browsing to rtbak.bigrocksports.com (DNS has rtbak as 10.9.10.251):
>  >
>  >
>  >  Internal Server Error
>  >  The server encountered an internal error or
>  >  misconfiguration and was unable to complete
>  >  your request.
>  >  Please contact the server administrator, root at localhost and inform them of the time the error occurred,
>  >  and anything you might have done that may have
>  >  caused the error.
>  >  More information about this error may be available
>  >  in the server error log.
>  >  ________________________________
>  >
>  >  Apache/2.2.8 (Fedora) Server at rtbak.bigrocksports.com Port 80
>  >  Here is exactly how my rt3.conf looks now:
>  >
>  >
>  >  <VirtualHost 10.9.10.251>
>  >   ServerName itadmintest.bigrocksports.com
>  >   DocumentRoot /opt/rt3/share/html
>  >   AddDefaultCharset UTF-8
>  >   PerlRequire /opt/rt3/bin/webmux.pl
>  >   <Directory /opt/rt3/share/html>
>  >           Order allow,deny
>  >           Allow from all
>  >           SetHandler perl-script
>  >           PerlHandler RT::Mason
>  >   </Directory>
>  >  </VirtualHost>
>  >
>  >  Thanks again for helping me through this!
>  >
>  > Shannon
>  >
>  >  ----- Original Message ----
>  >  From: Ruslan Zakirov <ruz at bestpractical.com>
>  >  To: Shannon Adams <shannon_adams68 at yahoo.com>
>  >
>  >
>  > Sent: Tuesday, May 13, 2008 9:25:10 PM
>  >  Subject: Re: [rt-users] RT 3.6.6 - httpd won't start
>  >
>  >  I hope you've changed properties of vistual host to something like:
>  >
>  >  <VirtualHost 10.9.10.251>
>  >        ServerName itadmintest.bigrocksports.com
>  >        DocumentRoot /opt/rt3/share/html
>  >        AddDefaultCharset UTF-8
>  >        PerlRequire /opt/rt3/bin/webmux.pl
>  >        <Directory /opt/rt3/share/html>
>  >                Order allow,deny
>  >                Allow from all
>  >                SetHandler perl-script
>  >                PerlHandler RT::Mason
>  >        </Directory>
>  >  </VirtualHost>
>  >
>  >  On Wed, May 14, 2008 at 5:07 AM, Shannon Adams
>  >  <shannon_adams68 at yahoo.com> wrote:
>  >  > Okay, getting close.  I got rid of my rt3.conf and used the one you provided below.  Now, I receive the following when I browse to rtbak.bigrocksports.com:
>  >  >
>  >  >  "FEDORA TEST PAGE
>  >  >
>  >  >  This page is used to test the proper operation of the Apache HTTP server
>  >  >  after it has been installed. If you can read this page, it means that the web
>  >  >  server installed at this site is working properly, but has not yet been
>  >  >  configured."
>  >  >
>  >  >  I don't know how to configure FastCGI.  It doesn't matter to me which is used mod_perl of FCGI.  I have been fighting with this for days now and just want to get it to work.
>  >  >
>  >  >  Thank you very much for helping me through this.  It looks like it is closer to working now.  Do you know what I need to do next to get the RT login screen to show up instead of the Fedora test page?
>  >  >
>  >  >
>  >  >  Shannon
>  >  >
>  >  >  ----- Original Message ----
>  >  >  From: Ruslan Zakirov <ruz at bestpractical.com>
>  >  >
>  >  >
>  >  > To: Shannon Adams <shannon_adams68 at yahoo.com>
>  >  >  Sent: Tuesday, May 13, 2008 8:58:38 PM
>  >  >  Subject: Re: [rt-users] RT 3.6.6 - httpd won't start
>  >  >
>  >  >  As far as I can see:
>  >  >  * mixed all suggestions from that manual in one place
>  >  >  * as you want to run only RT on a vhost xxx.your-domain.com then you
>  >  >  don't need any Alias and other things that map RT to "/rt" location on
>  >  >  that virtual host
>  >  >  * Here is the minimal config for an IP based virtual host I just
>  >  >  successfully started after wrting it from scratch:
>  >  >
>  >  >  Listen 8080
>  >  >  <VirtualHost *:8080>
>  >  >         ServerName localhost:8080
>  >  >         DocumentRoot /opt/rt3/share/html
>  >  >         AddDefaultCharset UTF-8
>  >  >         PerlRequire /opt/rt3/bin/webmux.pl
>  >  >         <Directory /opt/rt3/share/html>
>  >  >                 Order allow,deny
>  >  >                 Allow from all
>  >  >                 SetHandler perl-script
>  >  >                 PerlHandler RT::Mason
>  >  >         </Directory>
>  >  >  </VirtualHost>
>  >  >
>  >  >  That's all. it just works with mod_perl2 on apache2
>  >  >
>  >  >  Do you know how to configure FastCGI? Let me help you with mod_perl
>  >  >  then you'll decide if you want to switch to FCGI or not.
>  >  >
>  >  >  On Wed, May 14, 2008 at 3:34 AM, Shannon Adams
>  >  >  <shannon_adams68 at yahoo.com> wrote:
>  >  >  > Hi Ruslan,
>  >  >  >
>  >  >  >  Thanks for the response.
>  >  >  >
>  >  >  >  I am running Apache/2.2.8.  I am not sure how to tell what version of mod_perl I am running.  How can I tell what version I am using or better yet, what do I need to change in the in the following rt3.conf to switch to FastCGI?
>  >  >  >
>  >  >  >  Right now, httpd starts - but I get the following when browsing to rtbak.bigrocksports.com:
>  >  >  >
>  >  >  >  You're almost there!
>  >  >  >
>  >  >  >  You haven't yet configured your webserver to run RT.
>  >  >  >
>  >  >  >  You appear to have installed RT's web interface correctly, but haven't yet configured your web server to "run" the RT server which powers the web interface.
>  >  >  >
>  >  >  >  The next step is to edit your webserver's configuration file to instruct it to use RT's mod_perl , fastcgi or speedycgi handler.
>  >  >  >
>  >  >  >  rt3.conf follows:
>  >  >  >
>  >  >  >
>  >  >  >  <VirtualHost 10.9.10.251>
>  >  >  >   ServerName itadmintest.bigrocksports.com
>  >  >  >
>  >  >  >   DocumentRoot /opt/rt3/share/html
>  >  >  >   AddDefaultCharset UTF-8
>  >  >  >
>  >  >  >   PerlModule Apache2::compat
>  >  >  >
>  >  >  >
>  >  >  >   Alias /rt "/opt/rt3/share/html"
>  >  >  >   PerlModule Apache::DBI
>  >  >  >   PerlRequire /opt/rt3/bin/webmux.pl
>  >  >  >
>  >  >  >   <Directory /opt/rt3/share/html>
>  >  >  >     AllowOverride All
>  >  >  >     Options ExecCGI FollowSymLinks
>  >  >  >     <IfModule mod_access.c>
>  >  >  >         Order allow,deny
>  >  >  >       Allow from all
>  >  >  >     </IfModule>
>  >  >  >   </Directory>
>  >  >  >
>  >  >  >   <Location /rt>
>  >  >  >     RewriteEngine On
>  >  >  >     RedirectMatch permanent (.*)/$ $1/index.html
>  >  >  >     AddDefaultCharset UTF-8
>  >  >  >     SetHandler perl-script
>  >  >  >     PerlHandler RT::Mason
>  >  >  >   </Location>
>  >  >  >
>  >  >  >  </VirtualHost>
>  >  >  >
>  >  >  >
>  >  >  >  Thanks for the help,
>  >  >  >  Shannon
>  >  >  >
>  >  >  >
>  >  >  >
>  >  >  >  ----- Original Message ----
>  >  >  >  From: Ruslan Zakirov <ruz at bestpractical.com>
>  >  >  >  To: jmoseley at corp.xanadoo.com
>  >  >  >  Cc: Shannon Adams <shannon_adams68 at yahoo.com>; rt-users at lists.bestpractical.com; rt-users-bounces at lists.bestpractical.com
>  >  >  >  Sent: Tuesday, May 13, 2008 6:42:08 PM
>  >  >  >  Subject: Re: [rt-users] RT 3.6.6 - httpd won't start
>  >  >  >
>  >  >  >  IMPORTANT:
>  >  >  >
>  >  >  >  If you are using mod_perl 2.x and Apache2 then there is NO NEED in
>  >  >  >  Apache2::compat !!!
>  >  >  >
>  >  >  >  If you're using mod_perl 1.9* and Apache2 then you MUST UPGRADE to MP
>  >  >  >  2.x or forget about mod_perl at all and use FastCGI instead.
>  >  >  >
>  >  >  >  If you're using mod_perl1 + apache1 then... then just use it :)
>  >  >  >
>  >  >  >  Point me to the doc where you guys find that shitty "compat" thing so
>  >  >  >  I can rip it out forever!
>  >  >  >
>  >  >  >  On Wed, May 14, 2008 at 1:39 AM,  <jmoseley at corp.xanadoo.com> wrote:
>  >  >  >  > I think there's a typo in the Wiki, at least on the last line:
>  >  >  >  >
>  >  >  >  >
>  >  >  >  >  # this line applies to Apache2+mod_perl2 only
>  >  >  >  >    # Below line might be incorrect, I had to use:
>  >  >  >  >    #     PerlModule Apache2::compat
>  >  >  >  >    # mod_perl 2.0.1 from FC4 Linux
>  >  >  >  >    PerlModule Apache2 Apache::compat
>  >  >  >  >
>  >  >  >  >  Sould be: PerlModule Apache2::compat
>  >  >  >  >
>  >  >  >  >  Look at the error logs, it's trying to find an Apache2 perl module that
>  >  >  >  >  doesn't exist.
>  >  >  >  >
>  >  >  >  >
>  >  >  >  >
>  >  >  >  >  James Moseley
>  >  >  >  >
>  >  >  >  >
>  >  >  >  >
>  >  >  >  >
>  >  >  >  >
>  >  >  >  >              Shannon Adams
>  >  >  >  >              <shannon_adams68@
>  >  >  >  >              yahoo.com>                                                 To
>  >  >  >  >              Sent by:                  rt-users at lists.bestpractical.com
>  >  >  >  >              rt-users-bounces@                                          cc
>  >  >  >  >              lists.bestpractic
>  >  >  >  >              al.com                                                Subject
>  >  >  >  >                                        [rt-users] RT 3.6.6 - httpd won't
>  >  >  >  >                                        start
>  >  >  >  >              05/13/2008 04:04
>  >  >  >  >              PM
>  >  >  >  >
>  >  >  >  >
>  >  >  >  >
>  >  >  >  >
>  >  >  >  >
>  >  >  >  >
>  >  >  >  >
>  >  >  >  >
>  >  >  >  >
>  >  >  >  >
>  >  >  >  >  I went through the manual installation Wiki and cleaned up my rt3.conf.  I
>  >  >  >  >  think it should be correct now.  However, httpd won't start.  Here is what
>  >  >  >  >  I get in the error_log:
>  >  >  >  >
>  >  >  >  >  Tue May 13 15:46:51 2008] [error] Can't locate Apache2.pm in @INC (@INC
>  >  >  >  >  contains: /opt/rt3/local/lib /opt/rt3/lib /usr/lib/perl5/site_perl/5.8.8
>  >  >  >  >  /i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.7
>  >  >  >  >  /i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.6
>  >  >  >  >  /i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5
>  >  >  >  >  /i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8
>  >  >  >  >  /usr/lib/perl5/site_perl/5.8.7 /usr/lib/perl5/site_perl/5.8.6
>  >  >  >  >  /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl
>  >  >  >  >  /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi
>  >  >  >  >  /usr/lib/perl5/vendor_perl/5.8.7/i386-linux-thread-multi
>  >  >  >  >  /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi
>  >  >  >  >  /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi
>  >  >  >  >  /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl/5.8.7
>  >  >  >  >  /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5
>  >  >  >  >  /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.8/i386-linux-thread-multi
>  >  >  >  >  /usr/lib/perl5/5.8.8 . /etc/httpd) at (eval 209) line
>  >  >  >  >  3.\n
>  >  >  >  >  [Tue May 13 15:46:51 2008] [error] Can't load Perl module Apache2 for
>  >  >  >  >  server itadmin_test.bigrocksports.com:0, exiting...
>  >  >  >  >
>  >  >  >  >
>  >  >  >  >  httpd -v shows:
>  >  >  >  >  Server version: Apache/2.2.8 (Unix)
>  >  >  >  >  Server built:   Jan 28 2008 06:24:44
>  >  >  >  >
>  >  >  >  >  rt3.conf:
>  >  >  >  >  <VirtualHost 10.9.10.251>
>  >  >  >  >    ServerName itadmin_test.bigrocksports.com
>  >  >  >  >    DocumentRoot /opt/rt3/share/html
>  >  >  >  >    AddDefaultCharset UTF-8
>  >  >  >  >
>  >  >  >  >    # this line applies to Apache2+mod_perl2 only
>  >  >  >  >    # Below line might be incorrect, I had to use:
>  >  >  >  >    #     PerlModule Apache2::compat
>  >  >  >  >    # mod_perl 2.0.1 from FC4 Linux
>  >  >  >  >    PerlModule Apache2 Apache::compat
>  >  >  >  >
>  >  >  >  >   Alias /rt "/opt/rt3/share/html"
>  >  >  >  >   PerlModule Apache::DBI
>  >  >  >  >   PerlRequire /opt/rt3/bin/webmux.pl
>  >  >  >  >
>  >  >  >  >   <Directory /opt/rt3/share/html>
>  >  >  >  >     AllowOverride All
>  >  >  >  >     Options ExecCGI FollowSymLinks
>  >  >  >  >     <IfModule mod_access.c>
>  >  >  >  >         Order allow,deny
>  >  >  >  >       Allow from all
>  >  >  >  >     </IfModule>
>  >  >  >  >   </Directory>
>  >  >  >  >
>  >  >  >  >   <Location /rt>
>  >  >  >  >     RewriteEngine On
>  >  >  >  >     RedirectMatch permanent (.*)/$ $1/index.html
>  >  >  >  >     AddDefaultCharset UTF-8
>  >  >  >  >     SetHandler perl-script
>  >  >  >  >     PerlHandler RT::Mason
>  >  >  >  >   </Location>
>  >  >  >  >
>  >  >  >  >  </VirtualHost>
>  >  >  >  >
>  >  >  >  >  Do you see anything that would cause httpd not to start?
>  >  >  >  >
>  >  >  >  >  Shannon
>  >  >  >  >
>  >  >  >  >
>  >  >  >  >
>  >  >  >  >
>  >  >  >  >  _______________________________________________
>  >  >  >  >  http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>  >  >  >  >
>  >  >  >  >  Community help: http://wiki.bestpractical.com
>  >  >  >  >  Commercial support: sales at bestpractical.com
>  >  >  >  >
>  >  >  >  >
>  >  >  >  >  Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>  >  >  >  >  Buy a copy at http://rtbook.bestpractical.com
>  >  >  >  >
>  >  >  >  >
>  >  >  >  >  _______________________________________________
>  >  >  >  >  http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>  >  >  >  >
>  >  >  >  >  Community help: http://wiki.bestpractical.com
>  >  >  >  >  Commercial support: sales at bestpractical.com
>  >  >  >  >
>  >  >  >  >
>  >  >  >  >  Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>  >  >  >  >  Buy a copy at http://rtbook.bestpractical.com
>  >  >  >  >
>  >  >  >
>  >  >  >
>  >  >  >
>  >  >  >  --
>  >  >  >  Best regards, Ruslan.
>  >  >  >
>  >  >  >
>  >  >  >
>  >  >  >
>  >  >  >
>  >  >
>  >  >
>  >  >
>  >  >  --
>  >  >  Best regards, Ruslan.
>  >  >
>  >  >
>  >  >
>  >  >
>  >  >
>  >
>  >
>  >
>  >  --
>  >  Best regards, Ruslan.
>  >
>  >
>  >
>  >
>  >
>
>
>
>  --
>  Best regards, Ruslan.
>
>
>
>
>



-- 
Best regards, Ruslan.


From rt3 at floorverschure.com  Thu May 15 10:06:59 2008
From: rt3 at floorverschure.com (Floor Verschure)
Date: Thu, 15 May 2008 16:06:59 +0200
Subject: [rt-users] sql query for exporting all tickets in a queue including
	comments
In-Reply-To: <20080515160447.cd3luz868qu8ks40@webmail.floorverschure.com>
References: <20080515160447.cd3luz868qu8ks40@webmail.floorverschure.com>
Message-ID: <20080515160659.ofa67wbye828c848@webmail.floorverschure.com>


Hello,

Did anyone even built an SQL-query to display all tickets in a queue  
including all the comments with them?

If so can you share the SQL statements with me?

Greetings,

Floor Verschure




From jennifer.seymour at teachforamerica.org  Thu May 15 11:36:52 2008
From: jennifer.seymour at teachforamerica.org (Seymour, Jennifer)
Date: Thu, 15 May 2008 11:36:52 -0400
Subject: [rt-users] Delete Attachment or Ticket,
	remove confidential information
Message-ID: <56A4A88189CFB547AC9450B0F19A87AF1556190D@TFAMAIL1.tfanet.org>

RT 3.4.5

Gentoo (2.6.14-gentoo-r5)

 

I've searched the wiki and the RT essentials book to no avail... I need
to delete a ticket, or remove a (confidential) attachment that was
included in a ticket.  According to the wiki, I need "delete ticket"
permission either in my group or my user.  I am a member of "SuperUser"
(among other groups) and I am "JaneDoe" user.

 

Configuration - Global - GroupRights - SuperUser - Delete Ticket

Configuration - Global - UserRights - JaneDoe - Delete Ticket

Configuration - Queues - MYQueue- GroupRights - Delete Ticket

Configuration - Queues - Myqueue - UserRights - JaneDoe - Delete Ticket

 

I am the owner of the ticket.  I've logged in and out of RT several
times after making permission changes.  When I access the ticket and
click "Reply" or "Resolve" or "comment" and access the Status combo box-
there is no entry for "delete".

 

I'm at a loss, what am I missing?  

 

Alternately, if I cannot delete the ticket, is there a way to delete the
attachment? I found no references to this in the wiki or documentation -
is this possible?

 

Thanks,

 

Jennifer Seymour


____________________________________________
This communication and any file transmitted with it may contain information that is confidential, privileged and exempt from disclosure under applicable law. It is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient, you are hereby notified that any use, dissemination or copying of this communication is strictly prohibited. If you have received this communication in error, please notify the sender. Thank you for your cooperation.
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From rt at ragweed.net  Thu May 15 12:12:14 2008
From: rt at ragweed.net (RT)
Date: Thu, 15 May 2008 11:12:14 -0500
Subject: [rt-users] RT 3.6.6 - Comments, Privileged Users, Selfservice
Message-ID: <6222db450805150912q2ffc720ekd0d56b65eb1c6967@mail.gmail.com>

All -

I have an instance of RT 3.6.6 that was set up prior to my arrival.

The system has several groups set up, and all users are configured as
members of these groups. There are no unprivileged users. I've spent a few
days looking over the wiki and the mailing list archives, but have a few
remaining questions. The answers I found in the list archives seem to be
fairly old.

* Are all privileged users allowed to see comments?
* Is there a way to hide comments from Privileged users?
* Is there a way to force all users (except for one group) to be redirected
to the SelfService interface?
* Is there a way to disable "Could not load a valid user" messages?

I apologize if these answers are covered somewhere - I simply wasn't able to
find them.

Thanks for your assistance.
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From sturner at MIT.EDU  Thu May 15 12:22:08 2008
From: sturner at MIT.EDU (Stephen Turner)
Date: Thu, 15 May 2008 12:22:08 -0400
Subject: [rt-users] RT 3.6.6 - Comments, Privileged Users,  Selfservice
In-Reply-To: <6222db450805150912q2ffc720ekd0d56b65eb1c6967@mail.gmail.co
 m>
References: <6222db450805150912q2ffc720ekd0d56b65eb1c6967@mail.gmail.com>
Message-ID: <6.2.3.4.2.20080515121928.0253bc40@po14.mit.edu>

At 12:12 PM 5/15/2008, RT wrote:
>All -
>
>I have an instance of RT 3.6.6 that was set up prior to my arrival.
>
>The system has several groups set up, and all users are configured 
>as members of these groups. There are no unprivileged users. I've 
>spent a few days looking over the wiki and the mailing list 
>archives, but have a few remaining questions. The answers I found in 
>the list archives seem to be fairly old.
>
>* Are all privileged users allowed to see comments?

Not by default - this is controlled by rights (ShowTicketComments)


>* Is there a way to hide comments from Privileged users?

Yes, by using rights

>* Is there a way to force all users (except for one group) to be 
>redirected to the SelfService interface?

Yes, by making them unprivileged.

>* Is there a way to disable "Could not load a valid user" messages?

Where are you seeing that?


Steve 



From barnesaw at ucrwcu.rwc.uc.edu  Thu May 15 13:01:00 2008
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Thu, 15 May 2008 13:01:00 -0400
Subject: [rt-users] Delete Attachment or Ticket,
	remove confidential information
In-Reply-To: <56A4A88189CFB547AC9450B0F19A87AF1556190D@TFAMAIL1.tfanet.org>
References: <56A4A88189CFB547AC9450B0F19A87AF1556190D@TFAMAIL1.tfanet.org>
Message-ID: <482C6C4C.1010309@ucrwcu.rwc.uc.edu>

I don't know the answer myself, but you may be able to shred that 
particular transaction with RTx-Shredder.


Seymour, Jennifer wrote:
>
> RT 3.4.5
>
> Gentoo (2.6.14-gentoo-r5)
>
>  
>
> I?ve searched the wiki and the RT essentials book to no avail? I need 
> to delete a ticket, or remove a (confidential) attachment that was 
> included in a ticket.  According to the wiki, I need ?delete ticket? 
> permission either in my group or my user.  I am a member of 
> ?SuperUser? (among other groups) and I am ?JaneDoe? user.
>
>  
>
> Configuration - Global ? GroupRights ? SuperUser ? Delete Ticket
>
> Configuration - Global ? UserRights ? JaneDoe ? Delete Ticket
>
> Configuration ? Queues ? MYQueue- GroupRights ? Delete Ticket
>
> Configuration ? Queues ? Myqueue ? UserRights ? JaneDoe ? Delete Ticket
>
>  
>
> I am the owner of the ticket.  I?ve logged in and out of RT several 
> times after making permission changes.  When I access the ticket and 
> click ?Reply? or ?Resolve? or ?comment? and access the Status combo 
> box- there is no entry for ?delete?.
>
>  
>
> I?m at a loss, what am I missing? 
>
>  
>
> Alternately, if I cannot delete the ticket, is there a way to delete 
> the attachment? I found no references to this in the wiki or 
> documentation - is this possible?
>
>  
>
> Thanks,
>
>  
>
> Jennifer Seymour
>
>
> ____________________________________________
> This communication and any file transmitted with it may contain 
> information that is confidential, privileged and exempt from 
> disclosure under applicable law. It is intended solely for the use of 
> the individual or entity to which it is addressed. If you are not the 
> intended recipient, you are hereby notified that any use, 
> dissemination or copying of this communication is strictly prohibited. 
> If you have received this communication in error, please notify the 
> sender. Thank you for your cooperation.
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com


From jboris at adphila.org  Thu May 15 13:47:32 2008
From: jboris at adphila.org (John  BORIS)
Date: Thu, 15 May 2008 13:47:32 -0400
Subject: [rt-users] Checking out code from svn.bestpractical.com
Message-ID: <482C3EEC.2594.002B.0@adphila.org>

I am trying to get the files at:

http://svn.bestpractical.com/cgi-bin/index.cgi/bps/browse/RT-Extension-ResetPassword/


I am using the tortisesvn client.  I know this isn't a TortiseSVN list
but how does one checkout the code from the site.

When I try to do this onto my pc I get an error 
Error: PROPFIND request failed on
'/cgi-bin/index.cgi/bps/browse/RT-Extension-ResetPassword'  
Error: PROPFIND of
'/cgi-bin/index.cgi/bps/browse/RT-Extension-ResetPassword': 200 OK
(http://svn.bestpractical.com)  

Is this just misconfigured or am I going abouit this the wrong way.


TIA

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"


From falcone at bestpractical.com  Thu May 15 14:56:32 2008
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 15 May 2008 14:56:32 -0400
Subject: [rt-users] Checking out code from svn.bestpractical.com
In-Reply-To: <482C3EEC.2594.002B.0@adphila.org>
References: <482C3EEC.2594.002B.0@adphila.org>
Message-ID: <F1C7751C-C526-42D1-A668-9A7ED9D07169@bestpractical.com>


On May 15, 2008, at 1:47 PM, John BORIS wrote:

> I am trying to get the files at:
>
> http://svn.bestpractical.com/cgi-bin/index.cgi/bps/browse/RT-Extension-ResetPassword/
>
> I am using the tortisesvn client.  I know this isn't a TortiseSVN list
> but how does one checkout the code from the site.

This is a browsing interface, not a svn interface.
You can use svn://svn.bestpractical.com/RT-Extension-ResetPassword

-kevin

>
>
> When I try to do this onto my pc I get an error
> Error: PROPFIND request failed on
> '/cgi-bin/index.cgi/bps/browse/RT-Extension-ResetPassword'
> Error: PROPFIND of
> '/cgi-bin/index.cgi/bps/browse/RT-Extension-ResetPassword': 200 OK
> (http://svn.bestpractical.com)
>
> Is this just misconfigured or am I going abouit this the wrong way.
>
>
> TIA
>
> John J. Boris, Sr.
> JEN-A-SyS Administrator
> Archdiocese of Philadelphia
> "Remember! That light at the end of the tunnel
> Just might be the headlight of an oncoming train!"
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



From rkeidel at gmail.com  Thu May 15 16:28:20 2008
From: rkeidel at gmail.com (Robert Keidel)
Date: Thu, 15 May 2008 13:28:20 -0700
Subject: [rt-users] new install 3.6.6 - logo image issue
Message-ID: <91c16bf0805151328t4d2bfdd4r4651f09b28ad4d2f@mail.gmail.com>

Hello everybody,

I installed the new version RT 3.6.6 on an ubuntu server 8.04. The
installation went fine. I am able to login to the RT. The only issue I
have is the logo in the left upper corner. I don't know how I can make
that work. If I look at the image properties it shows me the
following:

Location: http://noauth/images//bplogo.gif

Where do I have to change the settings to get the link correct? If I
point my browser to http://mydomain/NoAuth/images/bplogo.gif the logo
comes up.

Thanks for all your help

Robert


From shicks at mcfina.com  Thu May 15 16:52:23 2008
From: shicks at mcfina.com (Sam A. Hicks)
Date: Thu, 15 May 2008 16:52:23 -0400
Subject: [rt-users] new install 3.6.6 - logo image issue
In-Reply-To: <91c16bf0805151328t4d2bfdd4r4651f09b28ad4d2f@mail.gmail.com>
References: <91c16bf0805151328t4d2bfdd4r4651f09b28ad4d2f@mail.gmail.com>
Message-ID: <1C2D34A41CBE41F1B0BC4C2C73B71118@corporate.mcfina.com>

There is a Header file in 

.../rt3/html/Elements/Logo

That defines the location of your logo.

But don't edit that file. Copy that file to your 'local' version, edit it
there, and the presence of this change will overwrite the default html.

(Note,I know my stuff is not in the usual place-- you might need to replace
/usr/local and /usr/share below with your specific html locations...)

1. Make sure the logo is in the right place

mv my_logo.png /usr/local/rt3/html/NoAuth/images/

2. Copy the file

cp -vR /usr/share/rt3/html/Elements/Logo /usr/local/rt3/html/Elements/Logo

3. Edit the local version to point to your logo. My relevant line looks
like:

<a href="http://mydomain.com"><img src="<%$RT::WebImagesURL%>/my_logo.png"
alt="<%loc("Acme Corporate Logo")%>" /></a>

4. Bounce apache

service httpd restart



---------------------------------
 
The information contained in this email is strictly confidential and subject
to the Confidentiality Notice at www.mcfina.com/emailpolicy


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Robert Keidel
Sent: Thursday, May 15, 2008 4:28 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] new install 3.6.6 - logo image issue

Hello everybody,

I installed the new version RT 3.6.6 on an ubuntu server 8.04. The
installation went fine. I am able to login to the RT. The only issue I
have is the logo in the left upper corner. I don't know how I can make
that work. If I look at the image properties it shows me the
following:

Location: http://noauth/images//bplogo.gif

Where do I have to change the settings to get the link correct? If I
point my browser to http://mydomain/NoAuth/images/bplogo.gif the logo
comes up.

Thanks for all your help

Robert
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com



From rkeidel at gmail.com  Thu May 15 17:44:02 2008
From: rkeidel at gmail.com (Robert Keidel)
Date: Thu, 15 May 2008 14:44:02 -0700
Subject: [rt-users] new install 3.6.6 - logo image issue
In-Reply-To: <1C2D34A41CBE41F1B0BC4C2C73B71118@corporate.mcfina.com>
References: <91c16bf0805151328t4d2bfdd4r4651f09b28ad4d2f@mail.gmail.com>
	<1C2D34A41CBE41F1B0BC4C2C73B71118@corporate.mcfina.com>
Message-ID: <91c16bf0805151444y11fb4be9lda6d27fc8f0f511d@mail.gmail.com>

Thanks Sam,

for the help, but I was not looking to change my logo. I tried to
figure out why the RT uses "/noauth/images/". Its supposed to be
"/NoAuth/images/"
I also discovered, if I add an alias in my virtual host (Alias
/NoAuth/images/ /opt/rt3/share/html/NoAuth/images/) I get the
following error message in the startup from apache2.
The Alias directive in /etc/apache2/sites-enabled/rthelpdesk at line
12 will probably never match because it overlaps an earlier
ScriptAlias.
But I do not have any other ScriptAlias in my system. Its fresh
install system. I hope someone is able to help me.

Thanks

Robert

On Thu, May 15, 2008 at 1:52 PM, Sam A. Hicks <shicks at mcfina.com> wrote:
> There is a Header file in
>
> .../rt3/html/Elements/Logo
>
> That defines the location of your logo.
>
> But don't edit that file. Copy that file to your 'local' version, edit it
> there, and the presence of this change will overwrite the default html.
>
> (Note,I know my stuff is not in the usual place-- you might need to replace
> /usr/local and /usr/share below with your specific html locations...)
>
> 1. Make sure the logo is in the right place
>
> mv my_logo.png /usr/local/rt3/html/NoAuth/images/
>
> 2. Copy the file
>
> cp -vR /usr/share/rt3/html/Elements/Logo /usr/local/rt3/html/Elements/Logo
>
> 3. Edit the local version to point to your logo. My relevant line looks
> like:
>
> <a href="http://mydomain.com"><img src="<%$RT::WebImagesURL%>/my_logo.png"
> alt="<%loc("Acme Corporate Logo")%>" /></a>
>
> 4. Bounce apache
>
> service httpd restart
>
>
>
> ---------------------------------
>
> The information contained in this email is strictly confidential and subject
> to the Confidentiality Notice at www.mcfina.com/emailpolicy
>
>
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Robert Keidel
> Sent: Thursday, May 15, 2008 4:28 PM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] new install 3.6.6 - logo image issue
>
> Hello everybody,
>
> I installed the new version RT 3.6.6 on an ubuntu server 8.04. The
> installation went fine. I am able to login to the RT. The only issue I
> have is the logo in the left upper corner. I don't know how I can make
> that work. If I look at the image properties it shows me the
> following:
>
> Location: http://noauth/images//bplogo.gif
>
> Where do I have to change the settings to get the link correct? If I
> point my browser to http://mydomain/NoAuth/images/bplogo.gif the logo
> comes up.
>
> Thanks for all your help
>
> Robert
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>


From Roy.Sowa at rcmp-grc.gc.ca  Thu May 15 19:05:03 2008
From: Roy.Sowa at rcmp-grc.gc.ca (Roy Sowa)
Date: Thu, 15 May 2008 19:05:03 -0400
Subject: [rt-users] Attach a file when resolving (again)
Message-ID: <482C895F020000AE000074D9@ACPIC-S406.a.rcmp-grc.gc.ca>

Hi,

I cannot seem to attach a file during/at  the resolve screen.
Replying to a ticket does allow files to be attached.

My support folks  are now "replying" with the attachment 
 and then immediately
Resolving the ticket ..
This gets the attachment to client, but I would like to do it all from the resolve screen in a single step.
 is this possible ???
any hints or examples 

Thanks
 Roy




From KFCrocker at lbl.gov  Thu May 15 20:16:08 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 15 May 2008 17:16:08 -0700
Subject: [rt-users] Change the "Modify Ticket" options on blue bar
Message-ID: <482CD248.2050506@lbl.gov>

To all,


	I want to add a couple options to the blue bar where it displays "open 
  comments  reply  resolve". Where would I find that code and any 
related elements? thanks in advance.


Kenn
LBNL



From baloo at ursine.ca  Thu May 15 20:28:26 2008
From: baloo at ursine.ca (Paul Johnson)
Date: Thu, 15 May 2008 17:28:26 -0700
Subject: [rt-users] RT3.6 with Citadel MTA?
Message-ID: <200805151728.31244.baloo@ursine.ca>

I noticed in Debian that Citadel is one of the possible MTAs that apparently 
work with RT.  However, it doesn't appear that Citadel supports address 
pipes, which is a tad annoying.  Is there a way to work around not having the 
ability to alias to a pipe?

-- 
Paul Johnson
baloo at ursine.ca

Explaination of .pgp part: http://linuxmafia.com/faq/Mail/rant-gpg.html
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From david.hobley at mionegroup.com  Fri May 16 00:27:31 2008
From: david.hobley at mionegroup.com (David Hobley)
Date: Fri, 16 May 2008 14:27:31 +1000 (EST)
Subject: [rt-users] Help! Suddenly getting stacktraces
Message-ID: <11492665.376191210912051480.JavaMail.root@mail.onegrp.com>

Hello, 

We have been running RT for about a year and it has suddenly started running slowly. Looking at the RT.log file, we are seeing a whole bunch of stack-traces, for no reason I can ascertain. Anyone any ideas why these would suddenly start appearing? 

[Fri May 16 04:33:57 2008] [error]: SQL(0.00s): SELECT count(main.id) FROM Tickets main WHERE (main.Status != 'deleted') AND (main.Queue = '22' AND main.Status = 'stalled') AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) ; (/opt/rt3/share/html/autohandler:319) 

Stack trace: 
HTML::Mason::Commands::__ANON__() called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Component.pm:135 
HTML::Mason::Component::run() called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm:1246 
(eval)() called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm:1245 
HTML::Mason::Request::comp() called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm:459 
(eval)() called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm:459 
(eval)() called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm:411 
HTML::Mason::Request::exec() called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/ApacheHandler.pm:168 
HTML::Mason::Request::ApacheHandler::exec() called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/ApacheHandler.pm:826 
HTML::Mason::ApacheHandler::handle_request() called at /opt/rt3/bin/webmux.pl:125 
(eval)() called at /opt/rt3/bin/webmux.pl:125 
RT::Mason::handler() called at -e:0 
(eval)() called at -e:0 
[Fri May 16 04:33:57 2008] [error]: SQL(0.00s): SELECT count(main.id) FROM Tickets main WHERE (main.Status != 'deleted') AND (main.Queue = '13' AND main.Status = 'new') AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) ; (/opt/rt3/share/html/autohandler:319) 

Stack trace: 
HTML::Mason::Commands::__ANON__() called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Component.pm:135 
HTML::Mason::Component::run() called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm:1246 
(eval)() called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm:1245 
HTML::Mason::Request::comp() called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm:459 
(eval)() called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm:459 
(eval)() called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm:411 
HTML::Mason::Request::exec() called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/ApacheHandler.pm:168 
HTML::Mason::Request::ApacheHandler::exec() called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/ApacheHandler.pm:826 
HTML::Mason::ApacheHandler::handle_request() called at /opt/rt3/bin/webmux.pl:125 
(eval)() called at /opt/rt3/bin/webmux.pl:125 
RT::Mason::handler() called at -e:0 
(eval)() called at -e:0 

-- 
Cheers, 
David 

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From david.hobley at mionegroup.com  Fri May 16 00:56:11 2008
From: david.hobley at mionegroup.com (David Hobley)
Date: Fri, 16 May 2008 14:56:11 +1000 (EST)
Subject: [rt-users] Help! Suddenly getting stacktraces
In-Reply-To: <18477.4993.591487.535135@youramigo.com>
Message-ID: <21872628.376651210913770999.JavaMail.root@mail.onegrp.com>

Michael, 

Thanks for the quick response. Are you saying that these stacktraces are not indicative of any issues and that I can ignore them? 

Normally I would expect that anything that generated a stacktrace would also require a fix to not generate them! 

Cheers, 
David 
----- Original Message ----- 
From: "michael brader" <michael.brader at youramigo.com> 
To: "David Hobley" <david.hobley at mionegroup.com> 
Cc: "rt-users" <rt-users at lists.bestpractical.com> 
Sent: Friday, 16 May, 2008 2:54:25 PM GMT +10:00 Brisbane 
Subject: Re: [rt-users] Help! Suddenly getting stacktraces 

David Hobley writes: 
> Hello, 
> 
> We have been running RT for about a year and it has suddenly 
> started running slowly. Looking at the RT.log file, we are seeing a 
> whole bunch of stack-traces, for no reason I can ascertain. Anyone 
> any ideas why these would suddenly start appearing? 

Try having a look in etc/RT_SiteConfig.pm for a line like this: 

Set( $LogStackTraces , 1 ); 

and set it to 0 or comment it out. 

Cheers, 
Michael Brader 

-- 
Michael Brader michael.brader at youramigo.com 



-- 
Cheers, 
David Hobley 

IT Manager 
Creators of Miessence, MiVitality and MiEnviron 

Phone: +61 (7) 5582 7020 
Fax: +61 (7) 5539 6719 
USA Fax 1800 840 0827 
Email : david.hobley at mionegroup.com 
Website: www.mionegroup.com 


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From michael.brader at youramigo.com  Fri May 16 01:23:51 2008
From: michael.brader at youramigo.com (michael.brader at youramigo.com)
Date: Fri, 16 May 2008 14:53:51 +0930
Subject: [rt-users] Help! Suddenly getting stacktraces
In-Reply-To: <21872628.376651210913770999.JavaMail.root@mail.onegrp.com>
References: <18477.4993.591487.535135@youramigo.com>
	<21872628.376651210913770999.JavaMail.root@mail.onegrp.com>
Message-ID: <18477.6759.416722.498230@youramigo.com>

David Hobley writes:
 > Michael, 
 > 
 > Thanks for the quick response. Are you saying that these
 > stacktraces are not indicative of any issues and that I can ignore
 > them?

Well, you should set that variable to 0, because generating the stack
trace will have some overhead (presumably mostly in writing the lines
to the log).

 > Normally I would expect that anything that generated a stacktrace
 > would also require a fix to not generate them!

Normally you'd be right, but if it's LogStackTrace, it's not a stack
trace generated by Perl, but by RT. From RT.pm:

  if( $RT::LogStackTraces ) {
      $str .= "\nStack trace:\n";
      # skip calling of the Log::* subroutins
      $frame++ while( caller($frame) && (caller($frame))[3] =~ /^Log::/ );
      while( my ($package, $filename, $line, $sub) = caller($frame++) ) {
          $str .= "\t". $sub ."() called at $filename:$line\n";
      }
  }

Cheers,
Michael

-- 
Michael Brader                          michael.brader at youramigo.com



From michael.brader at youramigo.com  Fri May 16 00:54:25 2008
From: michael.brader at youramigo.com (michael.brader at youramigo.com)
Date: Fri, 16 May 2008 14:24:25 +0930
Subject: [rt-users] Help! Suddenly getting stacktraces
In-Reply-To: <11492665.376191210912051480.JavaMail.root@mail.onegrp.com>
References: <11492665.376191210912051480.JavaMail.root@mail.onegrp.com>
Message-ID: <18477.4993.591487.535135@youramigo.com>

David Hobley writes:
 > Hello, 
 > 
 > We have been running RT for about a year and it has suddenly
 > started running slowly. Looking at the RT.log file, we are seeing a
 > whole bunch of stack-traces, for no reason I can ascertain. Anyone
 > any ideas why these would suddenly start appearing?

Try having a look in etc/RT_SiteConfig.pm for a line like this:

Set( $LogStackTraces , 1 );

and set it to 0 or comment it out.

Cheers,
Michael Brader

-- 
Michael Brader                          michael.brader at youramigo.com



From david.hobley at mionegroup.com  Fri May 16 03:23:16 2008
From: david.hobley at mionegroup.com (David Hobley)
Date: Fri, 16 May 2008 17:23:16 +1000 (EST)
Subject: [rt-users] Help! Suddenly getting stacktraces
In-Reply-To: <18477.6759.416722.498230@youramigo.com>
Message-ID: <1409610.378231210922596840.JavaMail.root@mail.onegrp.com>

Michael, 

Thanks for that - the problems have been resolved. I would never have guessed that from the variable name. 

Cheers, 
David 
----- Original Message ----- 
From: "michael brader" <michael.brader at youramigo.com> 
To: "David Hobley" <david.hobley at mionegroup.com> 
Cc: "rt-users" <rt-users at lists.bestpractical.com> 
Sent: Friday, 16 May, 2008 3:23:51 PM (GMT+1000) Auto-Detected 
Subject: Re: [rt-users] Help! Suddenly getting stacktraces 

David Hobley writes: 
> Michael, 
> 
> Thanks for the quick response. Are you saying that these 
> stacktraces are not indicative of any issues and that I can ignore 
> them? 

Well, you should set that variable to 0, because generating the stack 
trace will have some overhead (presumably mostly in writing the lines 
to the log). 

> Normally I would expect that anything that generated a stacktrace 
> would also require a fix to not generate them! 

Normally you'd be right, but if it's LogStackTrace, it's not a stack 
trace generated by Perl, but by RT. From RT.pm: 

if( $RT::LogStackTraces ) { 
$str .= "\nStack trace:\n"; 
# skip calling of the Log::* subroutins 
$frame++ while( caller($frame) && (caller($frame))[3] =~ /^Log::/ ); 
while( my ($package, $filename, $line, $sub) = caller($frame++) ) { 
$str .= "\t". $sub ."() called at $filename:$line\n"; 
} 
} 

Cheers, 
Michael 

-- 
Michael Brader michael.brader at youramigo.com 



-- 
Cheers, 
David Hobley 

IT Manager 
Creators of Miessence, MiVitality and MiEnviron 

Phone: +61 (7) 5582 7020 
Fax: +61 (7) 5539 6719 
USA Fax 1800 840 0827 
Email : david.hobley at mionegroup.com 
Website: www.mionegroup.com 


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From jesse at bestpractical.com  Fri May 16 04:27:51 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 16 May 2008 17:27:51 +0900
Subject: [rt-users] RT3.6 with Citadel MTA?
In-Reply-To: <200805151728.31244.baloo@ursine.ca>
References: <200805151728.31244.baloo@ursine.ca>
Message-ID: <99B1D87D-3F70-42CD-A499-9AB0D2D6DBB5@bestpractical.com>

Fetchmail, maybe?

Sent from my phone. Please forgive my brevity.

On May 16, 2008, at 9:28 AM, "Paul Johnson" <baloo at ursine.ca> wrote:

> I noticed in Debian that Citadel is one of the possible MTAs that  
> apparently
> work with RT.  However, it doesn't appear that Citadel supports  
> address
> pipes, which is a tad annoying.  Is there a way to work around not  
> having the
> ability to alias to a pipe?
>
> -- 
> Paul Johnson
> baloo at ursine.ca
>
> Explaination of .pgp part: http://linuxmafia.com/faq/Mail/rant- 
> gpg.html
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com


From alexandre.medeiros at camara.gov.br  Fri May 16 09:37:51 2008
From: alexandre.medeiros at camara.gov.br (Alexandre de Medeiros Ribeiro)
Date: Fri, 16 May 2008 10:37:51 -0300
Subject: [rt-users] scrips with more than one transaction
Message-ID: <1210945071.3082.19.camel@localhost>

Hi all,

    I want create this scrip:

    condition: user defined
    action: create tickets
    template: my template
    stage : transaction create

    custom condition: 

        #test if this ticket is now created
        return 0 unless $self->TransactionObj->Type() eq 'Create';

        #test if my cf has value 'work'
        return 0 unless  $self->TicketObj->FirstCustomFieldValue('cf')
eq 'work';

        return 1;

=================
           My second test doesn't work because when the transaction type
is create
the value of cf is null (2 diferent transactions).
            How can i solve this problem?

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From elacour at easter-eggs.com  Fri May 16 10:29:44 2008
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Fri, 16 May 2008 16:29:44 +0200
Subject: [rt-users] scrips with more than one transaction
In-Reply-To: <1210945071.3082.19.camel@localhost>
References: <1210945071.3082.19.camel@localhost>
Message-ID: <20080516142944.GF26710@easter-eggs.com>

On Fri, May 16, 2008 at 10:37:51AM -0300, Alexandre de Medeiros Ribeiro wrote:
> Hi all,
> 
>            My second test doesn't work because when the transaction type
> is create
> the value of cf is null (2 diferent transactions).
>             How can i solve this problem?
> 

Look at "TransactionBatch" parameter in RT_Config.pm


From ruz at bestpractical.com  Fri May 16 10:41:21 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 16 May 2008 18:41:21 +0400
Subject: [rt-users] scrips with more than one transaction
In-Reply-To: <1210945071.3082.19.camel@localhost>
References: <1210945071.3082.19.camel@localhost>
Message-ID: <589c94400805160741r7614d8ddme00fed86726c8ce6@mail.gmail.com>

TransactionBatch may be tricky, if you want condition "When CF X is
set to 'work' from empty" then you can implement the following pseudo
code:

if ($txn_type eq 'Create') {
   return 1 if $self->TicketObj->FirstCustomFieldValue('cf') eq 'work'
   return 0;
}
if ($txn_type eq 'CustomField') {
   return 0 unless $txn_field = $cf_id;
   return 0 if $txn_old_value; # field had not empty value
   return 0 unless $txn_new_value eq 'work';
   return 1;
}
return 0;

On Fri, May 16, 2008 at 5:37 PM, Alexandre de Medeiros Ribeiro
<alexandre.medeiros at camara.gov.br> wrote:
> Hi all,
>
>     I want create this scrip:
>
>     condition: user defined
>     action: create tickets
>     template: my template
>     stage : transaction create
>
>     custom condition:
>
>         #test if this ticket is now created
>         return 0 unless $self->TransactionObj->Type() eq 'Create';
>
>         #test if my cf has value 'work'
>         return 0 unless  $self->TicketObj->FirstCustomFieldValue('cf') eq
> 'work';
>
>         return 1;
>
> =================
>            My second test doesn't work because when the transaction type  is
> create
> the value of cf is null (2 diferent transactions).
>             How can i solve this problem?
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From phanoko at gmail.com  Fri May 16 11:10:14 2008
From: phanoko at gmail.com (matt wells)
Date: Fri, 16 May 2008 08:10:14 -0700
Subject: [rt-users] Short URL
Message-ID: <f173483f0805160810l6bf1e332y666a260640983816@mail.gmail.com>

Does a setting exist that allows me to shorten the url?
My URL is
https://www.example.com
and I would like for the

https://www.example.com/Tickets
and so on to be hidden.
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From koteras at hotmail.com  Fri May 16 12:23:45 2008
From: koteras at hotmail.com (Gary & Gina Koteras)
Date: Fri, 16 May 2008 16:23:45 +0000
Subject: [rt-users] populate subject with custom field value
Message-ID: <BAY122-W183066E6731D68F075918CBAC80@phx.gbl>


Hello all,
 
 
    I've created a custom field (mandatory field) and the value that is chosen is assigned to the subject the email generated. When I create the ticket it works fine:
 
         RT_System - Subject changed from (no value) to 'Digital Recording Problem' 
 
     ("Digitial Recording problem" is one of the values that can be chosen)
 
When one of our users attempt to create a ticket they get this
 
         RT_System - Subject changed from (no value) to '' 
 
Thanks,
Gary
 
_________________________________________________________________
Change the world with e-mail. Join the i?m Initiative from Microsoft.
http://im.live.com/Messenger/IM/Join/Default.aspx?source=EML_WL_ChangeWorld
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From phanoko at gmail.com  Fri May 16 12:57:36 2008
From: phanoko at gmail.com (matt wells)
Date: Fri, 16 May 2008 09:57:36 -0700
Subject: [rt-users] Two Factor with ExternalAuth..
Message-ID: <f173483f0805160957h9bf671aj4040747159130bf1@mail.gmail.com>

So I posted on the short urls and got it working but it did not resolve my
issue.  Allow me to explain in full.
I have authentication outsourced to PAM.  I have PAM using RSA passwords.
So they are one time passwords.
Now every time I go to a link or allow it to auto-refresh every 2 minutes I
get prompted for my password.  Is this a cookie issue?
Thanks everyone I really appreciate it.
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From weiler at soe.ucsc.edu  Fri May 16 13:58:48 2008
From: weiler at soe.ucsc.edu (Erich Weiler)
Date: Fri, 16 May 2008 10:58:48 -0700
Subject: [rt-users] FastCGI: incomplete headers (0 bytes)
Message-ID: <482DCB58.7030002@soe.ucsc.edu>

Greetings all-

So, I recently moved our RT application from  CentOS 4.6 (32 bit) to a 
new machine running CentOS 5.1 (64 bit).  It's RT 3.6.6.  Installed all 
the perl stuff and compiled FastCGI just fine.  I imported the MySQL 
database and everything seems great, users can log in and browse, change 
tickets, etc.

However, we're seeing this odd thing happening now.  Whenever someone 
tried to create a ticket through the RT web interface, it pauses for 2 
minutes, then returns a '500 Internal Server Error'.  I looked at the 
apache error logs and saw this:

[Fri May 16 10:17:46 2008] [error] [client 23.66.56.35] FastCGI: comm 
with server "/usr/local/rt3/bin/mason_handler.fcgi" aborted: idle 
timeout (120 sec), referer: http://barnyard/Ticket/Create.html?Queue=23
[Fri May 16 10:17:46 2008] [error] [client 23.66.56.35] FastCGI: 
incomplete headers (0 bytes) received from server 
"/usr/local/rt3/bin/mason_handler.fcgi", referer: 
http://barnyard/Ticket/Create.html?Queue=23

Weird thing is, if you go back to the RT home page, the new ticket is 
there!!  But it's a pain to have this error, we don't want folks to have 
to wait 2 minutes and get an apache error, then go back to the RT home 
page after that.  It's got to be something with FastCGI but I can't 
figure out what....  Here's the apache configuration include file for 
FastCGI:

FastCgiIpcDir /tmp/
FastCgiServer /usr/local/rt3/bin/mason_handler.fcgi -idle-timeout 120 
-processes 8
FastCgiConfig -restart

I've seen a few other posts with people having similar FastCGI problems 
- can anyone point me in the right direction?

Thanks a million!

-erich


From sturner at MIT.EDU  Fri May 16 16:04:07 2008
From: sturner at MIT.EDU (Stephen Turner)
Date: Fri, 16 May 2008 16:04:07 -0400
Subject: [rt-users] Change the "Modify Ticket" options on blue bar
In-Reply-To: <482CD248.2050506@lbl.gov>
References: <482CD248.2050506@lbl.gov>
Message-ID: <6.2.3.4.2.20080516155700.02eb18e0@po14.mit.edu>

At 08:16 PM 5/15/2008, Kenneth Crocker wrote:
>To all,
>
>
>         I want to add a couple options to the blue bar where it 
> displays "open
>   comments  reply  resolve". Where would I find that code and any
>related elements? thanks in advance.
>
>
>Kenn
>LBNL

Kenn,

These links are defined in html/Ticket/Elements/Tabs. You may be able 
to add what you want through a default callback for this element (the 
links are stored in a hash called %$actions) or you can definitely 
add links directly to the Tabs element itself. Here's our example, in 
the Tabs file itself:

     if ($Ticket->IsOwner($session{CurrentUser})) {
         $actions->{'Bb'} = {path => 
"Ticket/Display.html?Action=Untake&id=" . $Ticket->id,
                             title => loc('Release') };
     }

This gives a link that allows a user to release (or "untake") a 
ticket that they own. The 'Bb' identifier places the link between 
links 'B' and 'C' ('Take' and 'Steal' respectively).

Steve



>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Community help: http://wiki.bestpractical.com
>Commercial support: sales at bestpractical.com
>
>
>Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>Buy a copy at http://rtbook.bestpractical.com



From ruz at bestpractical.com  Fri May 16 16:05:01 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Sat, 17 May 2008 00:05:01 +0400
Subject: [rt-users] scrips with more than one transaction
In-Reply-To: <1210961130.3082.26.camel@localhost>
References: <1210945071.3082.19.camel@localhost>
	<589c94400805160741r7614d8ddme00fed86726c8ce6@mail.gmail.com>
	<1210961130.3082.26.camel@localhost>
Message-ID: <589c94400805161305g17c9ca5cxbeb8781aba525d64@mail.gmail.com>

On Fri, May 16, 2008 at 10:05 PM, Alexandre de Medeiros Ribeiro
<alexandre.medeiros at camara.gov.br> wrote:
> Sorry but doesnt work.
What doesn't work? it is *pseudo* code and should not work, but should
give you point to move from.

> How can i set the TransactionBatch.
read on the wiki

>
>
> Em Sex, 2008-05-16 ?s 18:41 +0400, Ruslan Zakirov escreveu:
>
> TransactionBatch may be tricky, if you want condition "When CF X is
> set to 'work' from empty" then you can implement the following pseudo
> code:
>
> if ($txn_type eq 'Create') {
>    return 1 if $self->TicketObj->FirstCustomFieldValue('cf') eq 'work'
>    return 0;
> }
> if ($txn_type eq 'CustomField') {
>    return 0 unless $txn_field = $cf_id;
>    return 0 if $txn_old_value; # field had not empty value
>    return 0 unless $txn_new_value eq 'work';
>    return 1;
> }
> return 0;
>
> On Fri, May 16, 2008 at 5:37 PM, Alexandre de Medeiros Ribeiro
> <alexandre.medeiros at camara.gov.br> wrote:
>> Hi all,
>>
>>     I want create this scrip:
>>
>>     condition: user defined
>>     action: create tickets
>>     template: my template
>>     stage : transaction create
>>
>>     custom condition:
>>
>>         #test if this ticket is now created
>>         return 0 unless $self->TransactionObj->Type() eq 'Create';
>>
>>         #test if my cf has value 'work'
>>         return 0 unless  $self->TicketObj->FirstCustomFieldValue('cf') eq
>> 'work';
>>
>>         return 1;
>>
>> =================
>>            My second test doesn't work because when the transaction type
>> is
>> create
>> the value of cf is null (2 diferent transactions).
>>             How can i solve this problem?
>>
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>
>
>
>



-- 
Best regards, Ruslan.

From ruz at bestpractical.com  Fri May 16 16:13:00 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Sat, 17 May 2008 00:13:00 +0400
Subject: [rt-users] FastCGI: incomplete headers (0 bytes)
In-Reply-To: <482DCB58.7030002@soe.ucsc.edu>
References: <482DCB58.7030002@soe.ucsc.edu>
Message-ID: <589c94400805161313h55f5c9b0oaf90932081b71908@mail.gmail.com>

Try upgrade of Text::Quoted it can cause seg faults with similar symptoms.

Turn on debug logging everywhere (RT, apache, db server).

On Fri, May 16, 2008 at 9:58 PM, Erich Weiler <weiler at soe.ucsc.edu> wrote:
> Greetings all-
>
> So, I recently moved our RT application from  CentOS 4.6 (32 bit) to a
> new machine running CentOS 5.1 (64 bit).  It's RT 3.6.6.  Installed all
> the perl stuff and compiled FastCGI just fine.  I imported the MySQL
> database and everything seems great, users can log in and browse, change
> tickets, etc.
>
> However, we're seeing this odd thing happening now.  Whenever someone
> tried to create a ticket through the RT web interface, it pauses for 2
> minutes, then returns a '500 Internal Server Error'.  I looked at the
> apache error logs and saw this:
>
> [Fri May 16 10:17:46 2008] [error] [client 23.66.56.35] FastCGI: comm
> with server "/usr/local/rt3/bin/mason_handler.fcgi" aborted: idle
> timeout (120 sec), referer: http://barnyard/Ticket/Create.html?Queue=23
> [Fri May 16 10:17:46 2008] [error] [client 23.66.56.35] FastCGI:
> incomplete headers (0 bytes) received from server
> "/usr/local/rt3/bin/mason_handler.fcgi", referer:
> http://barnyard/Ticket/Create.html?Queue=23
>
> Weird thing is, if you go back to the RT home page, the new ticket is
> there!!  But it's a pain to have this error, we don't want folks to have
> to wait 2 minutes and get an apache error, then go back to the RT home
> page after that.  It's got to be something with FastCGI but I can't
> figure out what....  Here's the apache configuration include file for
> FastCGI:
>
> FastCgiIpcDir /tmp/
> FastCgiServer /usr/local/rt3/bin/mason_handler.fcgi -idle-timeout 120
> -processes 8
> FastCgiConfig -restart
>
> I've seen a few other posts with people having similar FastCGI problems
> - can anyone point me in the right direction?
>
> Thanks a million!
>
> -erich
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From ruz at bestpractical.com  Fri May 16 17:05:02 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Sat, 17 May 2008 01:05:02 +0400
Subject: [rt-users] scrips with more than one transaction
In-Reply-To: <589c94400805161402s662bc3fbif7f0aceb0cb94844@mail.gmail.com>
References: <1210945071.3082.19.camel@localhost>
	<589c94400805160741r7614d8ddme00fed86726c8ce6@mail.gmail.com>
	<1210961130.3082.26.camel@localhost>
	<589c94400805161305g17c9ca5cxbeb8781aba525d64@mail.gmail.com>
	<1210970346.3082.28.camel@localhost>
	<589c94400805161402s662bc3fbif7f0aceb0cb94844@mail.gmail.com>
Message-ID: <589c94400805161405t30e6fcb2s847f9080042aea9c@mail.gmail.com>

Argh, forgot to add the list back to Ccs :(

On Sat, May 17, 2008 at 1:02 AM, Ruslan Zakirov <ruz at bestpractical.com> wrote:
>
> Want to share it on http://wiki.bestpractical.com/view/CustomConditionSnippets ?
>
> Also, ALWAYS Cc the list, now people don't know something's working
> and may be somebody is writing you a reply you don't need anymore.
>
> On Sat, May 17, 2008 at 12:39 AM, Alexandre de Medeiros Ribeiro
> <alexandre.medeiros at camara.gov.br> wrote:
>> tks
>> it's working fine.
>>
>> Em S?b, 2008-05-17 ?s 00:05 +0400, Ruslan Zakirov escreveu:
>>
>> On Fri, May 16, 2008 at 10:05 PM, Alexandre de Medeiros Ribeiro
>> <alexandre.medeiros at camara.gov.br> wrote:
>>> Sorry but doesnt work.
>> What doesn't work? it is *pseudo* code and should not work, but should
>> give you point to move from.
>>
>>> How can i set the TransactionBatch.
>> read on the wiki
>>
>>>
>>>
>>> Em Sex, 2008-05-16 ?s 18:41 +0400, Ruslan Zakirov escreveu:
>>>
>>> TransactionBatch may be tricky, if you want condition "When CF X is
>>> set to 'work' from empty" then you can implement the following pseudo
>>> code:
>>>
>>> if ($txn_type eq 'Create') {
>>>    return 1 if $self->TicketObj->FirstCustomFieldValue('cf') eq 'work'
>>>    return 0;
>>> }
>>> if ($txn_type eq 'CustomField') {
>>>    return 0 unless $txn_field = $cf_id;
>>>    return 0 if $txn_old_value; # field had not empty value
>>>    return 0 unless $txn_new_value eq 'work';
>>>    return 1;
>>> }
>>> return 0;
>>>
>>> On Fri, May 16, 2008 at 5:37 PM, Alexandre de Medeiros Ribeiro
>>> <alexandre.medeiros at camara.gov.br> wrote:
>>>> Hi all,
>>>>
>>>>     I want create this scrip:
>>>>
>>>>     condition: user defined
>>>>     action: create tickets
>>>>     template: my template
>>>>     stage : transaction create
>>>>
>>>>     custom condition:
>>>>
>>>>         #test if this ticket is now created
>>>>         return 0 unless $self->TransactionObj->Type() eq 'Create';
>>>>
>>>>         #test if my cf has value 'work'
>>>>         return 0 unless  $self->TicketObj->FirstCustomFieldValue('cf') eq
>>>> 'work';
>>>>
>>>>         return 1;
>>>>
>>>> =================
>>>>            My second test doesn't work because when the transaction type
>>>> is
>>>> create
>>>> the value of cf is null (2 diferent transactions).
>>>>             How can i solve this problem?
>>>>
>>>>
>>>> _______________________________________________
>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>>
>>>> Community help: http://wiki.bestpractical.com
>>>> Commercial support: sales at bestpractical.com
>>>>
>>>>
>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>
>>>
>>>
>>>
>>>
>>
>>
>>
>>
>
>
>
> --
> Best regards, Ruslan.
>



-- 
Best regards, Ruslan.

From rkeidel at gmail.com  Fri May 16 17:12:00 2008
From: rkeidel at gmail.com (Robert Keidel)
Date: Fri, 16 May 2008 14:12:00 -0700
Subject: [rt-users] new install 3.6.6 - logo image issue
In-Reply-To: <82B9DACC3FF64A3898C2720BBC339E9A@corporate.mcfina.com>
References: <91c16bf0805151328t4d2bfdd4r4651f09b28ad4d2f@mail.gmail.com>
	<1C2D34A41CBE41F1B0BC4C2C73B71118@corporate.mcfina.com>
	<91c16bf0805151444y11fb4be9lda6d27fc8f0f511d@mail.gmail.com>
	<82B9DACC3FF64A3898C2720BBC339E9A@corporate.mcfina.com>
Message-ID: <91c16bf0805161412m362ddd7fm5ef75a3d50e8f91e@mail.gmail.com>

Hello,

I fixed the apache issue. But I still try to figure out my problems
with Logo. I try to make something clear for myself. So please let me
know if I am wrong. The whole RT site is under the following directory
tree. And I assume here the default iinstallation.
/opt/rt3/share/html/ So if I would like to make any changes on one of
the files in that directory, I supposed to copy that file to
/opt/rt3/local/html/? And I tried that with the Footer file and it
worked just fine. But if I try to do the same thing with the "Logo"
file it does not work. It even doesn't work if I make the changes
directly in the file under /opt/rt3/share/html/. I don't get that
right now. If you need more information please let me know. I started
to bang my head against the wall. So please forgive me if I am not
specific enough.

Thanks for your help

Robert


From sturner at MIT.EDU  Fri May 16 17:26:07 2008
From: sturner at MIT.EDU (Stephen Turner)
Date: Fri, 16 May 2008 17:26:07 -0400
Subject: [rt-users] new install 3.6.6 - logo image issue
In-Reply-To: <91c16bf0805161412m362ddd7fm5ef75a3d50e8f91e@mail.gmail.com
 >
References: <91c16bf0805151328t4d2bfdd4r4651f09b28ad4d2f@mail.gmail.com>
	<1C2D34A41CBE41F1B0BC4C2C73B71118@corporate.mcfina.com>
	<91c16bf0805151444y11fb4be9lda6d27fc8f0f511d@mail.gmail.com>
	<82B9DACC3FF64A3898C2720BBC339E9A@corporate.mcfina.com>
	<91c16bf0805161412m362ddd7fm5ef75a3d50e8f91e@mail.gmail.com>
Message-ID: <6.2.3.4.2.20080516172441.01f0ced8@po14.mit.edu>


At 05:12 PM 5/16/2008, Robert Keidel wrote:
>Hello,
>
>I fixed the apache issue. But I still try to figure out my problems
>with Logo. I try to make something clear for myself. So please let me
>know if I am wrong. The whole RT site is under the following directory
>tree. And I assume here the default iinstallation.
>/opt/rt3/share/html/ So if I would like to make any changes on one of
>the files in that directory, I supposed to copy that file to
>/opt/rt3/local/html/? And I tried that with the Footer file and it
>worked just fine. But if I try to do the same thing with the "Logo"
>file it does not work. It even doesn't work if I make the changes
>directly in the file under /opt/rt3/share/html/. I don't get that
>right now. If you need more information please let me know. I started
>to bang my head against the wall. So please forgive me if I am not
>specific enough.
>
>Thanks for your help
>
>Robert


Robert,

What do you have in RT_Config.pm and RT_SiteConfig.pm for "$WebImagesURL" ?

Steve



From weiler at soe.ucsc.edu  Sat May 17 10:25:49 2008
From: weiler at soe.ucsc.edu (Erich Weiler)
Date: Sat, 17 May 2008 07:25:49 -0700
Subject: [rt-users] FastCGI: incomplete headers (0 bytes)
In-Reply-To: <589c94400805161313h55f5c9b0oaf90932081b71908@mail.gmail.com>
References: <482DCB58.7030002@soe.ucsc.edu>
	<589c94400805161313h55f5c9b0oaf90932081b71908@mail.gmail.com>
Message-ID: <482EEAED.9030406@soe.ucsc.edu>

> Try upgrade of Text::Quoted it can cause seg faults with similar symptoms.
> 
> Turn on debug logging everywhere (RT, apache, db server).

I tried updating Text::Quoted but it seems I already have the latest 
version...  One thing I did notice in the logs (/var/log/messages) was 
this when I try to create a ticket:

May 17 07:04:31 barnyard RT: 
<rt-3.6.6-25749-1211033071-977.1533-3-0 at myco.edu> #1533/14192 - Scrip 3 
  (/usr/local/rt3/lib/RT/Action/SendEmail.pm:266)
May 17 07:04:31 barnyard perl: nss_ldap: reconnecting to LDAP server 
(sleeping 4 seconds)...
May 17 07:04:36 barnyard perl: nss_ldap: reconnecting to LDAP server 
(sleeping 8 seconds)...
May 17 07:04:44 barnyard perl: nss_ldap: reconnecting to LDAP server 
(sleeping 16 seconds)...
May 17 07:05:00 barnyard perl: nss_ldap: reconnecting to LDAP server 
(sleeping 32 seconds)...
May 17 07:05:32 barnyard perl: nss_ldap: reconnecting to LDAP server 
(sleeping 64 seconds)...
May 17 07:06:36 barnyard perl: nss_ldap: could not search LDAP server - 
Server is unavailable
May 17 07:06:36 barnyard RT: 
<rt-3.6.6-25749-1211033071-977.1533-3-0 at myco.edu> sent  To: 
weiler at soe.ucsc.edu (/usr/local/rt3/lib/RT/Action/SendEmail.pm:297)
May 17 07:06:36 barnyard RT: 
<rt-3.6.6-25749-1211033071-255.1533-4-0 at myco.edu> #1533/14192 - Scrip 4 
  (/usr/local/rt3/lib/RT/Action/SendEmail.pm:266)
May 17 07:06:36 barnyard RT: 
<rt-3.6.6-25749-1211033071-255.1533-4-0 at myco.ucsc.edu> No recipients 
found. Not sending. (/usr/local/rt3/lib/RT/Action/SendEmail.pm:278)
May 17 07:06:36 barnyard RT: Ticket 1533 created in queue 
'Cluser-Admin-Projects' by weiler 
(/usr/local/rt3/lib/RT/Ticket_Overlay.pm:756)

I don't care that the email failed to send because I actually don't want 
any email sent, but it appears to be doing some kind of LDAP lookup or 
something...  LDAP is enabled on this machine and it works fine for 
everything else?  The ticket gets created after some time, but that 
delay while waiting for the LDAP server is annoying...  Anyone seen this 
before?  Or know how to fix it?

Thanks again!

-erich


From tom at netspot.com.au  Sat May 17 22:48:29 2008
From: tom at netspot.com.au (Tom Lanyon)
Date: Sun, 18 May 2008 12:18:29 +0930
Subject: [rt-users] Anyone seen RT used as a service catalog?
Message-ID: <25D15E2D-EE97-4F12-AE7F-DA89DBDDC7A4@netspot.com.au>

Hi list,

Has anyone used or heard of RT being used as a service catalog (from  
the ITIL definition)? A service catalog basically has definitions of  
different services that a business offers and what steps/costs/ 
authorisation/etc is required to implement them. For example, rolling  
out a new web site may be a service in the catalog which would have  
steps like ordering a new web server, provisioning hosting,  
configuring the web server with HTTP/FTP services, creating the  
content, putting content through QA processes, etc.

In RT I would imagine that I'd need:
1) a way to define these services within RT

2) a way to implement a complex ticket workflow based on the definitions
	- for the example above, deciding to action the "new web site"  
service may automatically create tickets for each of the above steps  
in their respective queues and create the appropriate dependency links  
(some of these could be done in parallel, but some need to be done  
sequentially -- ie. we need to wait before the new web server arrives  
before we can configure it!)

Any input appreciated.

Regards,
Tom

--
Tom Lanyon
Systems Administrator
NetSpot Pty Ltd


From tom at netspot.com.au  Sun May 18 03:18:00 2008
From: tom at netspot.com.au (Tom Lanyon)
Date: Sun, 18 May 2008 16:48:00 +0930
Subject: [rt-users] RT 3.8 beta 2 now available
In-Reply-To: <BDDBC4CB-4DF3-46C6-8630-4C492F94BE0F@bestpractical.com>
References: <BDDBC4CB-4DF3-46C6-8630-4C492F94BE0F@bestpractical.com>
Message-ID: <C9A847D4-DBFF-47FB-A8FB-552DAED2F660@netspot.com.au>

On 08/05/2008, at 6:35 AM, Jesse Vincent wrote:

> We've integrated about 350 changes to RT in the last two months as  
> part of the big push toward RT 3.8.0. Many of those changes were  
> made to integrate features Best Practical has built or prototyped  
> for clients over the past several years. Below, please find the high- 
> level changelog for the differences between RT 3.7.81 and RT 3.7.85  
> (Beta 1 and Beta 2).
>
> At this point, the known remaining work is mostly related to  
> polishing the new web-based installation mechanism and cleaning up  
> small issues as they're reported.
>
> RT 3.7.85 is NOT RECOMMENDED for production use, however we strongly  
> urge you to deploy it in your testing environment and provide  
> feedback to help ensure that RT 3.8.0 is released soon and does what  
> you need when we release it.
>
>
> http://download.bestpractical.com/pub/rt/devel/rt-3.7.85.tar.gz
> http://download.bestpractical.com/pub/rt/devel/rt-3.7.85.tar.gz.sig
>
> Best,
> Jesse

Jesse,

It seg faults for me on a dev box, RedHat Enterprise Linux 5 with Perl  
5.10.0. This box was successfully running 3.6.6 with no issues and  
only had a few dependencies which needed upgrading to pass a 3.7.85  
'make testdeps'.

It dies in HTML::Mason::Request::alter_superclass(), called from  
RT::Interface::Web::Request.

HTML::Mason v1.39
CGI v3.37

I'm also getting this error in the log:
[Sun May 18 05:43:40 2008] [warning]: Use of uninitialized value  
$method in string ne at /usr/local/lib/perl5/site_perl/5.10.0/HTML/ 
Mason/Utils.pm line 40. (/usr/local/lib/perl5/site_perl/5.10.0/HTML/ 
Mason/Utils.pm:40)

Any ideas?

Regards,
Tom


From tyler.shen at vicscouts.asn.au  Mon May 19 01:52:28 2008
From: tyler.shen at vicscouts.asn.au (Shen, Tyler)
Date: Mon, 19 May 2008 15:52:28 +1000
Subject: [rt-users] RT at a glance hangs
Message-ID: <1211176348.19563.16.camel@network-6.intranet.vicscouts.asn.au>

I wonder if anyone ever experienced the same problem. Sometimes when a
user logs in, RT at a glance page only displays the header and the top
tool bar and then hangs. Sometimes when I cleaned up the cache on the
browser or under Mason data, it worked straight away. I found the
following post in the forum and it did not lead to any conclusion. Any
ideas? 

http://www.gossamer-threads.com/lists/rt/users/59738?search_string=rt%
20at%20a%20glance%20hangs;#59738

Tyler Shen




From rve-jelm at myamail.com  Mon May 19 03:53:47 2008
From: rve-jelm at myamail.com (Ricky Jelm)
Date: Mon, 19 May 2008 09:53:47 +0200
Subject: [rt-users] RT with phone support?
Message-ID: <20080519095347.8z0yzywke8wsw88s@webmail.safecleanemail.com>

Hello,

We are evaluating several ticketing systems and came across RT. Our  
agents usually get the tickets by phone and I've seen RT is especially  
set up as a mail gateway.

I've found this thread but it's quite old:

http://www.gossamer-threads.com/lists/rt/users/6483?search_string=phone+support

What is the current status on phone support? Basically, I've seen that  
one can enter a ticket manually, but I would have to change my E-Mail  
address into the e-mail address of the requestor (for statistical  
purposes) which is a double problem:

- one has to look up the e-mail address in another system, copy-paste  
it into RT (this would be a major burden and probably a no-go for RT)
- minor problem, but still a problem: one has to think of deleting  
one's address.

Greetings,

Ricky



From elacour at easter-eggs.com  Mon May 19 04:41:44 2008
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Mon, 19 May 2008 10:41:44 +0200
Subject: [rt-users] RT with phone support?
In-Reply-To: <20080519095347.8z0yzywke8wsw88s@webmail.safecleanemail.com>
References: <20080519095347.8z0yzywke8wsw88s@webmail.safecleanemail.com>
Message-ID: <20080519084143.GC23839@easter-eggs.com>

On Mon, May 19, 2008 at 09:53:47AM +0200, Ricky Jelm wrote:
> 
> - one has to look up the e-mail address in another system, copy-paste  
> it into RT (this would be a major burden and probably a no-go for RT)
> - minor problem, but still a problem: one has to think of deleting  
> one's address.
> 
You can easily modify the source code to make it present email adresses
from your customer database. Users then only choose the right address in
the list (that's what we're doing here).


From tom at netspot.com.au  Mon May 19 06:38:29 2008
From: tom at netspot.com.au (Tom Lanyon)
Date: Mon, 19 May 2008 20:08:29 +0930
Subject: [rt-users] RT with phone support?
In-Reply-To: <20080519095347.8z0yzywke8wsw88s@webmail.safecleanemail.com>
References: <20080519095347.8z0yzywke8wsw88s@webmail.safecleanemail.com>
Message-ID: <93C2CC7A-16EF-45ED-BBD1-B161A537B6CF@netspot.com.au>

On 19/05/2008, at 5:23 PM, Ricky Jelm wrote:

> Hello,
>
> We are evaluating several ticketing systems and came across RT. Our
> agents usually get the tickets by phone and I've seen RT is especially
> set up as a mail gateway.
>
> I've found this thread but it's quite old:
>
> http://www.gossamer-threads.com/lists/rt/users/6483?search_string=phone+support
>
> What is the current status on phone support? Basically, I've seen that
> one can enter a ticket manually, but I would have to change my E-Mail
> address into the e-mail address of the requestor (for statistical
> purposes) which is a double problem:
>
> - one has to look up the e-mail address in another system, copy-paste
> it into RT (this would be a major burden and probably a no-go for RT)
> - minor problem, but still a problem: one has to think of deleting
> one's address.
>
> Greetings,
>
> Ricky


We use RT extensively for both phone and email tracking. Our helpdesk  
staff enter the client/users' email address as the Requester when they  
create the ticket.

You can easily integrate RT into another system to do user lookups,  
then the ticket creator would just need to select from a list or  
search on a username, etc.

Tom


From m.d.chappell at bath.ac.uk  Mon May 19 07:37:27 2008
From: m.d.chappell at bath.ac.uk (Mark Chappell)
Date: Mon, 19 May 2008 12:37:27 +0100
Subject: [rt-users] RT with phone support?
In-Reply-To: <20080519095347.8z0yzywke8wsw88s@webmail.safecleanemail.com>
References: <20080519095347.8z0yzywke8wsw88s@webmail.safecleanemail.com>
Message-ID: <48316677.2060600@bath.ac.uk>

Try taking a look at

http://search.cpan.org/dist/RTx-EmailCompletion/lib/RTx/EmailCompletion.pm


Mark
-- 
Mark Chappell
Unix Systems Administrator


From rve-jelm at myamail.com  Mon May 19 08:16:53 2008
From: rve-jelm at myamail.com (Ricky Jelm)
Date: Mon, 19 May 2008 14:16:53 +0200
Subject: [rt-users] "MySQL server has gone away" when saving tickets
Message-ID: <20080519141653.py326sanb404884k@webmail.safecleanemail.com>

Hello everybody,

I've just set up TR on a Fedora 9 machine (with yum install).  
Everything seems to work fine except for one important part: when  
saving a tickets, I get the following error -- this happens always.

System error

error:  DBD::mysql::st execute failed: MySQL server has gone away at  
/usr/lib/perl5/vendor_perl/5.10.0/Apache/Session/Lock/MySQL.pm line 70.

context:  ...
66:  if ($self->{lock}) {
67:  local $self->{dbh}->{RaiseError} = 1;
68:
69:  my $sth = $self->{dbh}->prepare_cached(q{SELECT RELEASE_LOCK(?)}, {}, 1);
70:  $sth->execute($self->{lockid});
71:
72:  $self->{lock} = 0;
73:  }
74:  }
...

code stack:  /usr/lib/perl5/vendor_perl/5.10.0/Apache/Session/Lock/MySQL.pm:70
/usr/lib/perl5/vendor_perl/5.10.0/Apache/Session/Lock/MySQL.pm:81
/usr/lib/perl5/vendor_perl/5.10.0/Apache/Session/Lock/MySQL.pm:87
/usr/lib/perl5/vendor_perl/5.10.0/HTML/Mason/Request.pm:1282

raw error


DBD::mysql::st execute failed: MySQL server has gone away at  
/usr/lib/perl5/vendor_perl/5.10.0/Apache/Session/Lock/MySQL.pm line 70.


Trace begun at  
/usr/lib/perl5/vendor_perl/5.10.0/HTML/Mason/Exceptions.pm line 129
HTML::Mason::Exceptions::rethrow_exception('DBD::mysql::st execute  
failed: MySQL server has gone away at  
/usr/lib/perl5/vendor_perl/5.10.0/Apache/Session/Lock/MySQL.pm line  
70.^J') called at  
/usr/lib/perl5/vendor_perl/5.10.0/Apache/Session/Lock/MySQL.pm line 70
Apache::Session::Lock::MySQL::release_read_lock('Apache::Session::Lock::MySQL=HASH(0xbb0fff74)') called at /usr/lib/perl5/vendor_perl/5.10.0/Apache/Session/Lock/MySQL.pm line  
81
Apache::Session::Lock::MySQL::release_all_locks('Apache::Session::Lock::MySQL=HASH(0xbb0fff74)') called at /usr/lib/perl5/vendor_perl/5.10.0/Apache/Session/Lock/MySQL.pm line  
87
Apache::Session::Lock::MySQL::DESTROY('Apache::Session::Lock::MySQL=HASH(0xbb0fff74)') called at /usr/lib/perl5/vendor_perl/5.10.0/HTML/Mason/Request.pm line  
1282
eval {...} at /usr/lib/perl5/vendor_perl/5.10.0/HTML/Mason/Request.pm  
line 1282
HTML::Mason::Request::comp(undef, undef, undef, 'TimeEstimated', '',  
'Status', 'new', 'new-DependsOn', '', 'Queue', 'Alcib', 'AdminCc', '',  
'Requestors', 'Nicolas.Kuebler at lxapch1.ch', 'InitialPriority', 0,  
'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new',  
'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', 'Subject', 'test',  
'new-RefersTo', '', 'FinalPriority', 0, 'RefersTo-new', '',  
'TimeLeft-TimeUnits', 'minutes', 'TimeLeft', '', 'DependsOn-new', '',  
'Owner', 10, 'new-MemberOf', '', 'MemberOf-new', '', 'Content',  
'test', 'Due', '', 'TimeWorked-TimeUnits', 'minutes') called at  
/usr/lib/perl5/vendor_perl/5.10.0/HTML/Mason/Request.pm line 467
eval {...} at /usr/lib/perl5/vendor_perl/5.10.0/HTML/Mason/Request.pm line 467
eval {...} at /usr/lib/perl5/vendor_perl/5.10.0/HTML/Mason/Request.pm line 419
HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xbb0d53d4)') called at /usr/lib/perl5/vendor_perl/5.10.0/HTML/Mason/ApacheHandler.pm line  
168
HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xbb0d53d4)') called at /usr/lib/perl5/vendor_perl/5.10.0/HTML/Mason/ApacheHandler.pm line  
825
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xb924063c)', 'Apache2::RequestRec=SCALAR(0xbaffcabc)') called at /usr/sbin/webmux.pl line  
125
eval {...} at /usr/sbin/webmux.pl line 125
RT::Mason::handler('Apache2::RequestRec=SCALAR(0xbaffcabc)') called at  
-e line 0
eval {...} at -e line 0



Does anyone know what causes this problem? How can I debug it and what  
information does the stack give me?

Thanks,

Ricky



From eynat.nirmishor at algosec.com  Mon May 19 09:26:10 2008
From: eynat.nirmishor at algosec.com (Eynat Nir Mishor)
Date: Mon, 19 May 2008 16:26:10 +0300
Subject: [rt-users] Wrong order of custom fields - using Postgres
Message-ID: <019301c8b9b3$e722ef10$b568cd30$@nirmishor@algosec.com>

Hi,

After migrating from MySQL to Postgres, I've just found that  custom fields
are not sorted by their queue sort order in Ticket/Display.html.

Instead, they are sorted by the CustomField id.

CustomFields_Overlay.pm even has a comment at the bottom "This doesn't work
on postgres".

It seems that the SQL query being issued by RT doesn't work in Postgres:

 

 

SELECT main.* FROM 

(              SELECT main.id FROM CustomFields main JOIN ObjectCustomFields
ObjectCustomFields_1  

                ON ( ObjectCustomFields_1.CustomField = main.id )  

                WHERE                 (main.Disabled = '0') AND 

                                (ObjectCustomFields_1.ObjectId = '1' OR
ObjectCustomFields_1.ObjectId = '0') AND 

                                (main.LookupType = 'RT::Queue-RT::Ticket')


                GROUP BY main.id   

                ORDER BY min(ObjectCustomFields_1.ObjectId) ASC, 

                                 min(ObjectCustomFields_1.SortOrder) ASC  

) distinctquery, CustomFields main WHERE (main.id = distinctquery.id);

 

 

(The inner SELECT query produces the correct order, but the outer SELECT
query changes the order).

 

Using RT 3.6.6 with Postgres 8.3.0 on OpenSuSE 10.3.

Does anyone know if this problem is fixed in some new version of
RT/Postgres/DBIx::SearchBuilder?

Has anyone implemented a workaround in RT to re-sort the output manually?

 

Thanks,

 

Eynat

 

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From ruz at bestpractical.com  Mon May 19 11:45:52 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Mon, 19 May 2008 19:45:52 +0400
Subject: [rt-users] "MySQL server has gone away" when saving tickets
In-Reply-To: <20080519141653.py326sanb404884k@webmail.safecleanemail.com>
References: <20080519141653.py326sanb404884k@webmail.safecleanemail.com>
Message-ID: <589c94400805190845r5d31d5fan7fdb916cb486e5c@mail.gmail.com>

This happens when mysql server closes connection. One situation is a
seg fault in the server. You should look into mysql logs.

On Mon, May 19, 2008 at 4:16 PM, Ricky Jelm <rve-jelm at myamail.com> wrote:
> Hello everybody,
>
> I've just set up TR on a Fedora 9 machine (with yum install).
> Everything seems to work fine except for one important part: when
> saving a tickets, I get the following error -- this happens always.
>
> System error
>
> error:  DBD::mysql::st execute failed: MySQL server has gone away at
> /usr/lib/perl5/vendor_perl/5.10.0/Apache/Session/Lock/MySQL.pm line 70.
>
> context:  ...
> 66:  if ($self->{lock}) {
> 67:  local $self->{dbh}->{RaiseError} = 1;
> 68:
> 69:  my $sth = $self->{dbh}->prepare_cached(q{SELECT RELEASE_LOCK(?)}, {}, 1);
> 70:  $sth->execute($self->{lockid});
> 71:
> 72:  $self->{lock} = 0;
> 73:  }
> 74:  }
> ...
>
> code stack:  /usr/lib/perl5/vendor_perl/5.10.0/Apache/Session/Lock/MySQL.pm:70
> /usr/lib/perl5/vendor_perl/5.10.0/Apache/Session/Lock/MySQL.pm:81
> /usr/lib/perl5/vendor_perl/5.10.0/Apache/Session/Lock/MySQL.pm:87
> /usr/lib/perl5/vendor_perl/5.10.0/HTML/Mason/Request.pm:1282
>
> raw error
>
>
> DBD::mysql::st execute failed: MySQL server has gone away at
> /usr/lib/perl5/vendor_perl/5.10.0/Apache/Session/Lock/MySQL.pm line 70.
>
>
> Trace begun at
> /usr/lib/perl5/vendor_perl/5.10.0/HTML/Mason/Exceptions.pm line 129
> HTML::Mason::Exceptions::rethrow_exception('DBD::mysql::st execute
> failed: MySQL server has gone away at
> /usr/lib/perl5/vendor_perl/5.10.0/Apache/Session/Lock/MySQL.pm line
> 70.^J') called at
> /usr/lib/perl5/vendor_perl/5.10.0/Apache/Session/Lock/MySQL.pm line 70
> Apache::Session::Lock::MySQL::release_read_lock('Apache::Session::Lock::MySQL=HASH(0xbb0fff74)') called at /usr/lib/perl5/vendor_perl/5.10.0/Apache/Session/Lock/MySQL.pm line
> 81
> Apache::Session::Lock::MySQL::release_all_locks('Apache::Session::Lock::MySQL=HASH(0xbb0fff74)') called at /usr/lib/perl5/vendor_perl/5.10.0/Apache/Session/Lock/MySQL.pm line
> 87
> Apache::Session::Lock::MySQL::DESTROY('Apache::Session::Lock::MySQL=HASH(0xbb0fff74)') called at /usr/lib/perl5/vendor_perl/5.10.0/HTML/Mason/Request.pm line
> 1282
> eval {...} at /usr/lib/perl5/vendor_perl/5.10.0/HTML/Mason/Request.pm
> line 1282
> HTML::Mason::Request::comp(undef, undef, undef, 'TimeEstimated', '',
> 'Status', 'new', 'new-DependsOn', '', 'Queue', 'Alcib', 'AdminCc', '',
> 'Requestors', 'Nicolas.Kuebler at lxapch1.ch', 'InitialPriority', 0,
> 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new',
> 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', 'Subject', 'test',
> 'new-RefersTo', '', 'FinalPriority', 0, 'RefersTo-new', '',
> 'TimeLeft-TimeUnits', 'minutes', 'TimeLeft', '', 'DependsOn-new', '',
> 'Owner', 10, 'new-MemberOf', '', 'MemberOf-new', '', 'Content',
> 'test', 'Due', '', 'TimeWorked-TimeUnits', 'minutes') called at
> /usr/lib/perl5/vendor_perl/5.10.0/HTML/Mason/Request.pm line 467
> eval {...} at /usr/lib/perl5/vendor_perl/5.10.0/HTML/Mason/Request.pm line 467
> eval {...} at /usr/lib/perl5/vendor_perl/5.10.0/HTML/Mason/Request.pm line 419
> HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xbb0d53d4)') called at /usr/lib/perl5/vendor_perl/5.10.0/HTML/Mason/ApacheHandler.pm line
> 168
> HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xbb0d53d4)') called at /usr/lib/perl5/vendor_perl/5.10.0/HTML/Mason/ApacheHandler.pm line
> 825
> HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xb924063c)', 'Apache2::RequestRec=SCALAR(0xbaffcabc)') called at /usr/sbin/webmux.pl line
> 125
> eval {...} at /usr/sbin/webmux.pl line 125
> RT::Mason::handler('Apache2::RequestRec=SCALAR(0xbaffcabc)') called at
> -e line 0
> eval {...} at -e line 0
>
>
>
> Does anyone know what causes this problem? How can I debug it and what
> information does the stack give me?
>
> Thanks,
>
> Ricky
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From KFCrocker at lbl.gov  Mon May 19 12:22:44 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 19 May 2008 09:22:44 -0700
Subject: [rt-users] SearchBuilder problems with sorting by Custom Fields
Message-ID: <4831A954.9060008@lbl.gov>

To all,


	I received a complaint from a user that his query wasn't searching by 
the custom field he selected, using 3.6.4. I checked it out and sure 
enough, it doesn't work, at all. I read thru almost 100 emails on the RT 
subject pertaining to searches that do NOT sort by CF correctly. Joop 
said DBx::SearchBuilder needed to be modified, but I never saw anything 
that says the problem is fixed. I'm using Oracle. Is there an existing 
patch that works for this problem? Is there a new version of 
SearchBuilder that handles sorting the results with a CF? It seems this 
problem has been around for a long time. Thanks in advance from a 
perplexed user.


Kenn
LBNL



From joao.macaiba at gmail.com  Mon May 19 16:11:45 2008
From: joao.macaiba at gmail.com (=?ISO-8859-1?Q?Jo=E3o_Maca=EDba?=)
Date: Mon, 19 May 2008 17:11:45 -0300
Subject: [rt-users] checking for rt2 data problems
Message-ID: <4831DF01.6010608@gmail.com>

Hi.

Is there any tool(s) to verify integrity, or check any other problem in 
the data of rt2 ?

I have an rt 2.0.15 installed. There was an attack, creating thousands 
of tickets in it.

After changing the status to 'solved' for these undesirable tickets we 
are having very slow database responses.

So I would like to verify if there is any problem on the rt data 
consistency.

Does anyone know any tool to help check these problems ?

Thanks in advance.

PS: rt 2.0.15, running on a FreeBSD 4.11, with MySQL 3.23.

Regards.
Jo?o Maca?ba.


From elacour at easter-eggs.com  Mon May 19 16:53:30 2008
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Mon, 19 May 2008 22:53:30 +0200
Subject: [rt-users] SearchBuilder problems with sorting by Custom Fields
In-Reply-To: <4831A954.9060008@lbl.gov>
References: <4831A954.9060008@lbl.gov>
Message-ID: <20080519205330.GA14625@easter-eggs.com>

On Mon, May 19, 2008 at 09:22:44AM -0700, Kenneth Crocker wrote:
> To all,
> 
> 
> 	I received a complaint from a user that his query wasn't searching by 
> the custom field he selected, using 3.6.4. I checked it out and sure 
> enough, it doesn't work, at all. I read thru almost 100 emails on the RT 
> subject pertaining to searches that do NOT sort by CF correctly. Joop 
> said DBx::SearchBuilder needed to be modified, but I never saw anything 
> that says the problem is fixed. I'm using Oracle. Is there an existing 
> patch that works for this problem? Is there a new version of 
> SearchBuilder that handles sorting the results with a CF? It seems this 
> problem has been around for a long time. Thanks in advance from a 
> perplexed user.
> 

This should be fixed in 3.6.6, can you try it (don't forget dependencies
via make testdeps)?



From KFCrocker at lbl.gov  Mon May 19 17:32:24 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 19 May 2008 14:32:24 -0700
Subject: [rt-users] SearchBuilder problems with sorting by Custom Fields
In-Reply-To: <20080519205330.GA14625@easter-eggs.com>
References: <4831A954.9060008@lbl.gov> <20080519205330.GA14625@easter-eggs.com>
Message-ID: <4831F1E8.9070603@lbl.gov>

Emmanuel,


	I sure try it. I ran the make testdeps for the upgrade to 3.6.4. Were 
there some added since then?.


Kenn
LBNL

On 5/19/2008 1:53 PM, Emmanuel Lacour wrote:
> On Mon, May 19, 2008 at 09:22:44AM -0700, Kenneth Crocker wrote:
>> To all,
>>
>>
>> 	I received a complaint from a user that his query wasn't searching by 
>> the custom field he selected, using 3.6.4. I checked it out and sure 
>> enough, it doesn't work, at all. I read thru almost 100 emails on the RT 
>> subject pertaining to searches that do NOT sort by CF correctly. Joop 
>> said DBx::SearchBuilder needed to be modified, but I never saw anything 
>> that says the problem is fixed. I'm using Oracle. Is there an existing 
>> patch that works for this problem? Is there a new version of 
>> SearchBuilder that handles sorting the results with a CF? It seems this 
>> problem has been around for a long time. Thanks in advance from a 
>> perplexed user.
>>
> 
> This should be fixed in 3.6.6, can you try it (don't forget dependencies
> via make testdeps)?
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 



From KFCrocker at lbl.gov  Mon May 19 17:34:06 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 19 May 2008 14:34:06 -0700
Subject: [rt-users] SearchBuilder problems with sorting by Custom Fields
In-Reply-To: <20080519205330.GA14625@easter-eggs.com>
References: <4831A954.9060008@lbl.gov> <20080519205330.GA14625@easter-eggs.com>
Message-ID: <4831F24E.6070308@lbl.gov>

Emmanuel,


	Also, was the fix to a later version of SearchBuilder? If so, I'd 
prefer to just upgrade the SearchBuilder rather than another whole upgrade.


Kenn
LBNL

On 5/19/2008 1:53 PM, Emmanuel Lacour wrote:
> On Mon, May 19, 2008 at 09:22:44AM -0700, Kenneth Crocker wrote:
>> To all,
>>
>>
>> 	I received a complaint from a user that his query wasn't searching by 
>> the custom field he selected, using 3.6.4. I checked it out and sure 
>> enough, it doesn't work, at all. I read thru almost 100 emails on the RT 
>> subject pertaining to searches that do NOT sort by CF correctly. Joop 
>> said DBx::SearchBuilder needed to be modified, but I never saw anything 
>> that says the problem is fixed. I'm using Oracle. Is there an existing 
>> patch that works for this problem? Is there a new version of 
>> SearchBuilder that handles sorting the results with a CF? It seems this 
>> problem has been around for a long time. Thanks in advance from a 
>> perplexed user.
>>
> 
> This should be fixed in 3.6.6, can you try it (don't forget dependencies
> via make testdeps)?
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 



From DMagnuszewski at synacor.com  Tue May 20 00:33:20 2008
From: DMagnuszewski at synacor.com (Dan Magnuszewski)
Date: Tue, 20 May 2008 00:33:20 -0400
Subject: [rt-users] Upgrade From 3.4.0 to 3.6.6
Message-ID: <3E14D87BEECB554DB0D4CF560FA9E5CA04847821@syncorpmail.synbuf.local>

All,

I'm looking to upgrade from RT version 3.4.0 (RH 7.2/MySQL 4.0.20/Apache
1.3.33) to 3.6.6 (CentOS 4.6/MySQL 5.0.22/Apache 2.x). I checked out a
guide on the wiki
(http://wiki.bestpractical.com/view/MigrateToNewServer) but I would like
to know if there are any DB schema changes that would prevent me from
just installing 3.6.6 on another server, then simply doing a mysqldump
and migrating the database schema from the old 3.4.0 server.

Thanks!

-Dan


From jesse at bestpractical.com  Tue May 20 00:35:40 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 20 May 2008 12:35:40 +0800
Subject: [rt-users] RT 3.8 beta 2 now available
In-Reply-To: <C9A847D4-DBFF-47FB-A8FB-552DAED2F660@netspot.com.au>
References: <BDDBC4CB-4DF3-46C6-8630-4C492F94BE0F@bestpractical.com>
	<C9A847D4-DBFF-47FB-A8FB-552DAED2F660@netspot.com.au>
Message-ID: <8B18C613-6A79-4D9D-A30A-1A70911E0FDB@bestpractical.com>

>>
>> Jesse
>
> Jesse,
>
> It seg faults for me on a dev box, RedHat Enterprise Linux 5 with  
> Perl 5.10.0. This box was successfully running 3.6.6 with no issues  
> and only had a few dependencies which needed upgrading to pass a  
> 3.7.85 'make testdeps'.
>
> It dies in HTML::Mason::Request::alter_superclass(), called from  
> RT::Interface::Web::Request.
>

When you install HTML::Mason, does it run and pass all its tests?

> HTML::Mason v1.39
> CGI v3.37
>
> I'm also getting this error in the log:
> [Sun May 18 05:43:40 2008] [warning]: Use of uninitialized value  
> $method in string ne at /usr/local/lib/perl5/site_perl/5.10.0/HTML/ 
> Mason/Utils.pm line 40. (/usr/local/lib/perl5/site_perl/5.10.0/HTML/ 
> Mason/Utils.pm:40)
>
> Any ideas?
>
> Regards,
> Tom
>

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From elacour at easter-eggs.com  Tue May 20 03:49:59 2008
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Tue, 20 May 2008 09:49:59 +0200
Subject: [rt-users] SearchBuilder problems with sorting by Custom Fields
In-Reply-To: <4831F24E.6070308@lbl.gov>
References: <4831A954.9060008@lbl.gov> <20080519205330.GA14625@easter-eggs.com>
	<4831F24E.6070308@lbl.gov>
Message-ID: <20080520074958.GA28521@easter-eggs.com>

On Mon, May 19, 2008 at 02:34:06PM -0700, Kenneth Crocker wrote:
> Emmanuel,
> 
> 
> 	Also, was the fix to a later version of SearchBuilder? If so, I'd 
> prefer to just upgrade the SearchBuilder rather than another whole upgrade.
> 
> 

There is changes in RT and SearchBuilder

You have to install SB 1.53 and to try to applies needed changes from
3.6.6 to 3.6.4 (see svn log).

But I really think that upgrading from 3.6.4 to 3.6.6 is not that
difficult, even with local changes, so I recommends you to take time to
upgrade ;)



From tom at netspot.com.au  Tue May 20 04:12:23 2008
From: tom at netspot.com.au (Tom Lanyon)
Date: Tue, 20 May 2008 17:42:23 +0930
Subject: [rt-users] RT 3.8 beta 2 now available
In-Reply-To: <8B18C613-6A79-4D9D-A30A-1A70911E0FDB@bestpractical.com>
References: <BDDBC4CB-4DF3-46C6-8630-4C492F94BE0F@bestpractical.com>
	<C9A847D4-DBFF-47FB-A8FB-552DAED2F660@netspot.com.au>
	<8B18C613-6A79-4D9D-A30A-1A70911E0FDB@bestpractical.com>
Message-ID: <26974E3E-CDFF-4A90-95B6-28D9B4F73160@netspot.com.au>

On 20/05/2008, at 2:05 PM, Jesse Vincent wrote:

>>>
>>> Jesse
>>
>> Jesse,
>>
>> It seg faults for me on a dev box, RedHat Enterprise Linux 5 with  
>> Perl 5.10.0. This box was successfully running 3.6.6 with no issues  
>> and only had a few dependencies which needed upgrading to pass a  
>> 3.7.85 'make testdeps'.
>>
>> It dies in HTML::Mason::Request::alter_superclass(), called from  
>> RT::Interface::Web::Request.
>>
>
> When you install HTML::Mason, does it run and pass all its tests?


Yes, all except live tests and CHI. If it was an issue with  
HTML::Mason I'd expect 15-subclass.t to fail (as it calls the same  
alter_superclass method).

t/01-syntax........................ok
t/01a-comp-calls...................ok
t/02-sections......................ok
t/02a-filter.......................ok
t/04-misc..........................ok
t/05-request.......................ok
t/05a-stack-corruption.............ok
t/06-compiler......................ok
t/06a-compiler_obj.................ok
t/06b-compiler-named-subs..........ok
t/07-interp........................ok
t/07a-interp-mcr...................ok
t/07b-interp-static-source.........ok
t/09-component.....................ok
t/09a-comp_content.................ok
t/10-cache.........................ok
t/10a-cache-1.0x...................ok
t/10b-cache-chi....................skipped
         all skipped: CHI is not installed
t/11-inherit.......................ok
t/12-taint.........................ok
t/13-errors........................ok
t/14-cgi...........................ok
t/14a-fake_apache..................ok
t/15-subclass......................ok
t/17-print.........................ok
t/18-leak..........................ok
t/19-subrequest....................ok
t/20-plugins.......................ok
t/21-escapes.......................ok
t/22-path-security.................ok
t/23-leak2.........................ok
t/24-tools.........................ok
t/99-pod...........................ok
t/live/CGIHandler..................skipped
         all skipped: $TestConfig->{is_maintainer} is not true or  
$TestConfig->{apache_dir} is not a directory
t/live/apache-filter...............skipped
         all skipped: $TestConfig->{is_maintainer} is not true or  
$TestConfig->{apache_dir} is not a directory
t/live/cgi-no-handler..............skipped
         all skipped: $TestConfig->{is_maintainer} is not true or  
$TestConfig->{apache_dir} is not a directory
t/live/cgi-with-handler............skipped
         all skipped: $TestConfig->{is_maintainer} is not true or  
$TestConfig->{apache_dir} is not a directory
t/live/libapreq-no-handler.........skipped
         all skipped: $TestConfig->{is_maintainer} is not true or  
$TestConfig->{apache_dir} is not a directory
t/live/libapreq-with-handler.......skipped
         all skipped: $TestConfig->{is_maintainer} is not true or  
$TestConfig->{apache_dir} is not a directory
t/live/multi-conf..................skipped
         all skipped: $TestConfig->{is_maintainer} is not true or  
$TestConfig->{apache_dir} is not a directory
t/live/no-config...................skipped
         all skipped: $TestConfig->{is_maintainer} is not true or  
$TestConfig->{apache_dir} is not a directory
t/live/set-content-type............skipped
         all skipped: $TestConfig->{is_maintainer} is not true or  
$TestConfig->{apache_dir} is not a directory
t/live/single-level-server-root....skipped
         all skipped: $TestConfig->{is_maintainer} is not true or  
$TestConfig->{apache_dir} is not a directory
t/live/taint.......................skipped
         all skipped: $TestConfig->{is_maintainer} is not true or  
$TestConfig->{apache_dir} is not a directory
All tests successful, 12 tests skipped.
Files=44, Tests=542, 27 wallclock secs ( 6.42 cusr +  1.52 csys =   
7.94 CPU)



From r.m.guerrero at usit.uio.no  Tue May 20 04:41:17 2008
From: r.m.guerrero at usit.uio.no (Rafael Martinez)
Date: Tue, 20 May 2008 10:41:17 +0200
Subject: [rt-users] RT generating a result with  6,133,699,845,237 rows
Message-ID: <48328EAD.7040603@usit.uio.no>

Hello

We have a type of SQL statement that sometimes runs in our RT database 
which consumes a lot resources and never ends (because we kill it). The 
reason of this is that in the process of getting the result via some 
joins it tries to generate a result with 6,133,699,845,237 rows.

Any suggestions about how we can fix this?. Should I contact the 
postgresql guys?

System info: RT 3.6.1 with postgresql.8.2.6

Query plan information:
---------------------------------------------------------------
rtprod=# EXPLAIN SELECT COUNT(DISTINCT main.id) FROM Tickets main , 
Transactions Transactions_1, Attachments Attachments_2  WHERE 
((Transactions_1.ObjectType = 'RT::Ticket')) AND ((main.EffectiveId = 
main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) 
AND ( ( ( (main.Owner = '18651') )  or (main.LastUpdatedBy = '18651') ) 
  AND  (  ( (Attachments_2.Content ILIKE '%kloning%') AND 
(Attachments_2.TransactionId = Transactions_1.id) AND (main.id = 
Transactions_1.ObjectId) )  OR (main.Subject ILIKE '%kopi%') ) ) ;
 
                              QUERY PLAN
-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
  Aggregate  (cost=2544784714227.59..2544784714227.60 rows=1 width=4)
    ->  Nested Loop  (cost=127120.96..2544768019893.95 rows=6677733454 
width=4)
          Join Filter: (((attachments_2.content ~~* '%kloning%'::text) 
AND (attachments_2.transactionid = transactions_1.id) AND (main.id = 
transactions_1.objectid)) OR ((main.subject)::text ~~* '%kopi%'::text))
          ->  Nested Loop  (cost=114554.67..152625067690.14 
rows=6133699845237 width=371)
                ->  Seq Scan on attachments attachments_2 
(cost=0.00..455450.73 rows=2757873 width=363)
                ->  Materialize  (cost=114554.67..147655.36 rows=2224069 
width=8)
                      ->  Seq Scan on transactions transactions_1 
(cost=0.00..101470.60 rows=2224069 width=8)
                            Filter: ((objecttype)::text = 
'RT::Ticket'::text)
          ->  Materialize  (cost=12566.29..12566.42 rows=13 width=38)
                ->  Seq Scan on tickets main  (cost=0.00..12566.28 
rows=13 width=38)
                      Filter: ((effectiveid = id) AND ((status)::text <> 
'deleted'::text) AND (("type")::text = 'ticket'::text) AND (("owner" = 
18651) OR (lastupdatedby = 18651)))
(11 rows)
---------------------------------------------------------------
-- 
  Rafael Martinez, <r.m.guerrero at usit.uio.no>
  Center for Information Technology Services
  University of Oslo, Norway

  PGP Public Key: http://folk.uio.no/rafael/


From jesse at bestpractical.com  Tue May 20 04:57:02 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 20 May 2008 16:57:02 +0800
Subject: [rt-users] RT generating a result with  6,133,699,845,237 rows
In-Reply-To: <48328EAD.7040603@usit.uio.no>
References: <48328EAD.7040603@usit.uio.no>
Message-ID: <2B45B2D6-6008-4705-BF53-0642B6045099@bestpractical.com>


On May 20, 2008, at 4:41 PM, Rafael Martinez wrote:

> Hello
>
> We have a type of SQL statement that sometimes runs in our RT database
> which consumes a lot resources and never ends (because we kill it).  
> The
> reason of this is that in the process of getting the result via some
> joins it tries to generate a result with 6,133,699,845,237 rows.
>
> Any suggestions about how we can fix this?. Should I contact the
> postgresql guys?
>
> System info: RT 3.6.1 with postgresql.8.2.6

Can you test with RT 3.6.6?

>
>
> Query plan information:
> ---------------------------------------------------------------
> rtprod=# EXPLAIN SELECT COUNT(DISTINCT main.id) FROM Tickets main ,
> Transactions Transactions_1, Attachments Attachments_2  WHERE
> ((Transactions_1.ObjectType = 'RT::Ticket')) AND ((main.EffectiveId =
> main.id)) AND ((main.Status != 'deleted')) AND ((main.Type =  
> 'ticket'))
> AND ( ( ( (main.Owner = '18651') )  or (main.LastUpdatedBy =  
> '18651') )
>  AND  (  ( (Attachments_2.Content ILIKE '%kloning%') AND
> (Attachments_2.TransactionId = Transactions_1.id) AND (main.id =
> Transactions_1.ObjectId) )  OR (main.Subject ILIKE '%kopi%') ) ) ;
>
>                              QUERY PLAN
> -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
>  Aggregate  (cost=2544784714227.59..2544784714227.60 rows=1 width=4)
>    ->  Nested Loop  (cost=127120.96..2544768019893.95 rows=6677733454
> width=4)
>          Join Filter: (((attachments_2.content ~~* '%kloning%'::text)
> AND (attachments_2.transactionid = transactions_1.id) AND (main.id =
> transactions_1.objectid)) OR ((main.subject)::text ~~* '%kopi 
> %'::text))
>          ->  Nested Loop  (cost=114554.67..152625067690.14
> rows=6133699845237 width=371)
>                ->  Seq Scan on attachments attachments_2
> (cost=0.00..455450.73 rows=2757873 width=363)
>                ->  Materialize  (cost=114554.67..147655.36  
> rows=2224069
> width=8)
>                      ->  Seq Scan on transactions transactions_1
> (cost=0.00..101470.60 rows=2224069 width=8)
>                            Filter: ((objecttype)::text =
> 'RT::Ticket'::text)
>          ->  Materialize  (cost=12566.29..12566.42 rows=13 width=38)
>                ->  Seq Scan on tickets main  (cost=0.00..12566.28
> rows=13 width=38)
>                      Filter: ((effectiveid = id) AND ((status)::text  
> <>
> 'deleted'::text) AND (("type")::text = 'ticket'::text) AND (("owner" =
> 18651) OR (lastupdatedby = 18651)))
> (11 rows)
> ---------------------------------------------------------------
> -- 
>  Rafael Martinez, <r.m.guerrero at usit.uio.no>
>  Center for Information Technology Services
>  University of Oslo, Norway
>
>  PGP Public Key: http://folk.uio.no/rafael/
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>

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From r.m.guerrero at usit.uio.no  Tue May 20 05:19:44 2008
From: r.m.guerrero at usit.uio.no (Rafael Martinez)
Date: Tue, 20 May 2008 11:19:44 +0200
Subject: [rt-users] RT generating a result with  6,133,699,845,237 rows
In-Reply-To: <2B45B2D6-6008-4705-BF53-0642B6045099@bestpractical.com>
References: <48328EAD.7040603@usit.uio.no>
	<2B45B2D6-6008-4705-BF53-0642B6045099@bestpractical.com>
Message-ID: <483297B0.4010506@usit.uio.no>

Jesse Vincent wrote:
> 
> On May 20, 2008, at 4:41 PM, Rafael Martinez wrote:
>>
>> Any suggestions about how we can fix this?. Should I contact the
>> postgresql guys?
>>
>> System info: RT 3.6.1 with postgresql.8.2.6
> 
> Can you test with RT 3.6.6?
> 

Hello

I do not have access to a 3.6.6 system now. I will talk to the guys in 
charge of the application part of the system and will come back to you 
with more information when I have it.

-- 
  Rafael Martinez, <r.m.guerrero at usit.uio.no>
  Center for Information Technology Services
  University of Oslo, Norway

  PGP Public Key: http://folk.uio.no/rafael/


From elacour at easter-eggs.com  Tue May 20 05:56:26 2008
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Tue, 20 May 2008 11:56:26 +0200
Subject: [rt-users] RT with phone support?
In-Reply-To: <48313F5D.4030304@fullnet.co.uk>
References: <20080519095347.8z0yzywke8wsw88s@webmail.safecleanemail.com>
	<20080519084143.GC23839@easter-eggs.com>
	<48313F5D.4030304@fullnet.co.uk>
Message-ID: <20080520095626.GE31176@easter-eggs.com>

On Mon, May 19, 2008 at 09:50:37AM +0100, Kobus Bensch wrote:
> Hi Emmanuel
> 
> I have been following this thread and would be most interested in 
> finding out how you do that.
> 

Our setup here is:

- one queue per customer (it's a choice, not necessarly the best for
  your needs)
- modifications on share/html/Ticket/Create.html that connects to our
  XMLRPC server to obtains contacts emails according to the named
  customer and present this as a select, but we leave also the standard
  email input so people can enter another email address if needed.

you can also have customers in a customfield and add some javascript to
present the email list

This modification doesn't require really RT knowledge, but more HTML/JS
knowledge, with a little bit of Mason formatting and of course you need
to know how to acces your customers database ;)



From dfj at thermeon.com  Tue May 20 07:51:22 2008
From: dfj at thermeon.com (Daniel Jennings)
Date: Tue, 20 May 2008 12:51:22 +0100
Subject: [rt-users] Turning off replies per queue
In-Reply-To: <20080520095626.GE31176@easter-eggs.com>
References: <20080519095347.8z0yzywke8wsw88s@webmail.safecleanemail.com><20080519084143.GC23839@easter-eggs.com><48313F5D.4030304@fullnet.co.uk>
	<20080520095626.GE31176@easter-eggs.com>
Message-ID: <F8775CDACD4A4E7FB86179521BCC4F6C@VistaPC>

Hi,

We want to be able to turn off outgoing mail for one or two specific queues.
However, the scrips that govern outgoing messages on create are global and
don't have the option to turn them off for a single queue. Is there a way
around this that I'm not seeing? 

Thanks,

- Dan



From todd at chaka.net  Tue May 20 08:33:28 2008
From: todd at chaka.net (Todd Chapman)
Date: Tue, 20 May 2008 08:33:28 -0400
Subject: [rt-users] Turning off replies per queue
In-Reply-To: <F8775CDACD4A4E7FB86179521BCC4F6C@VistaPC>
References: <20080519095347.8z0yzywke8wsw88s@webmail.safecleanemail.com>
	<20080519084143.GC23839@easter-eggs.com>
	<48313F5D.4030304@fullnet.co.uk>
	<20080520095626.GE31176@easter-eggs.com>
	<F8775CDACD4A4E7FB86179521BCC4F6C@VistaPC>
Message-ID: <519782dc0805200533q43c8908bvd6678d86cc958423@mail.gmail.com>

Create a blank template in those queues, using the same name as the global
template.

On Tue, May 20, 2008 at 7:51 AM, Daniel Jennings <dfj at thermeon.com> wrote:

> Hi,
>
> We want to be able to turn off outgoing mail for one or two specific
> queues.
> However, the scrips that govern outgoing messages on create are global and
> don't have the option to turn them off for a single queue. Is there a way
> around this that I'm not seeing?
>
> Thanks,
>
> - Dan
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
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From jboris at adphila.org  Tue May 20 09:03:48 2008
From: jboris at adphila.org (John  BORIS)
Date: Tue, 20 May 2008 09:03:48 -0400
Subject: [rt-users] Upgrade From 3.4.0 to 3.6.6
In-Reply-To: <3E14D87BEECB554DB0D4CF560FA9E5CA04847821@syncorpmail.synbuf.local>
References: <3E14D87BEECB554DB0D4CF560FA9E5CA04847821@syncorpmail.synbuf.local>
Message-ID: <483293F4.2594.002B.0@adphila.org>

Dan,
I did that when I rebuilt my server but I went from one version of
Fedora to another.  I haven't seen any issues ..... yet.

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"

>>> "Dan Magnuszewski" <DMagnuszewski at synacor.com> 5/20/2008 12:33 AM
>>>
All,

I'm looking to upgrade from RT version 3.4.0 (RH 7.2/MySQL
4.0.20/Apache
1.3.33) to 3.6.6 (CentOS 4.6/MySQL 5.0.22/Apache 2.x). I checked out a
guide on the wiki
(http://wiki.bestpractical.com/view/MigrateToNewServer) but I would
like
to know if there are any DB schema changes that would prevent me from
just installing 3.6.6 on another server, then simply doing a mysqldump
and migrating the database schema from the old 3.4.0 server.

Thanks!

-Dan
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 

Community help: http://wiki.bestpractical.com 
Commercial support: sales at bestpractical.com 


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com


From elacour at easter-eggs.com  Tue May 20 09:37:50 2008
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Tue, 20 May 2008 15:37:50 +0200
Subject: [rt-users] Upgrade From 3.4.0 to 3.6.6
In-Reply-To: <3E14D87BEECB554DB0D4CF560FA9E5CA04847821@syncorpmail.synbuf.local>
References: <3E14D87BEECB554DB0D4CF560FA9E5CA04847821@syncorpmail.synbuf.local>
Message-ID: <20080520133750.GK31176@easter-eggs.com>

On Tue, May 20, 2008 at 12:33:20AM -0400, Dan Magnuszewski wrote:
> All,
> 
> I'm looking to upgrade from RT version 3.4.0 (RH 7.2/MySQL 4.0.20/Apache
> 1.3.33) to 3.6.6 (CentOS 4.6/MySQL 5.0.22/Apache 2.x). I checked out a
> guide on the wiki
> (http://wiki.bestpractical.com/view/MigrateToNewServer) but I would like
> to know if there are any DB schema changes that would prevent me from
> just installing 3.6.6 on another server, then simply doing a mysqldump
> and migrating the database schema from the old 3.4.0 server.
> 

Just follow the procedure in the README file, here is a part of the
Upgrading procedure in this file which will help you answer your
question ;)

[...]
     You may also need to update RT's database.  To find out, type:

       ls etc/upgrade

     For each item in that directory whose name is greater than
     your previously installed RT version, run:

       /opt/rt3/sbin/rt-setup-database --action schema \
           --datadir etc/upgrade/<version>
       /opt/rt3/sbin/rt-setup-database --action acl \
           --datadir etc/upgrade/<version>
       /opt/rt3/sbin/rt-setup-database --action insert \
            --datadir etc/upgrade/<version>
[...]



From forrestarthur at gmail.com  Tue May 20 10:02:26 2008
From: forrestarthur at gmail.com (Forrest Blount)
Date: Tue, 20 May 2008 10:02:26 -0400
Subject: [rt-users] Including Scrip as file
Message-ID: <e99ac1500805200702l2e53baefl1587b204b65816bc@mail.gmail.com>

I have a scrip that has a large amount of text matching expressions which
will likely be changed on semi-regular basis.  This scrip will be applied to
several queues, but not to all of our queues, so it would save a lot of time
if it could be applied (like a custom field) to each queue, instead of
created as a separate instance in each queue.  My understanding is that RT
(3.6.4) only allows scrips to work on either global or queue based levels.
If I'm correct, I'd like to accomplish something similar by moving the scrip
code into a perl file that could be included on a permanent basis in a scrip
for each appropriate queue, allowing all of the future changes to be made in
the file.

If this is possible I have a few questions:
- Where should the file be placed to avoid problems on future upgrades?
- Does the scrip in RT need any additional commands other than "do file.pl"
in the action cleanup code?

Thanks in advance for any help you can provide!

Forrest
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From shannon_adams68 at yahoo.com  Tue May 20 11:12:25 2008
From: shannon_adams68 at yahoo.com (Shannon Adams)
Date: Tue, 20 May 2008 08:12:25 -0700 (PDT)
Subject: [rt-users] Problem with initialize RT's database
Message-ID: <810691.56182.qm@web52911.mail.re2.yahoo.com>

When I type:
/usr/sbin/rt-setup-database --action init --dba root --prompt-for-dba-password

... I am prompted for a password.  I have entered the "root" password, left it blank, and used the password set in /etc/rt3/RT_SiteConfig.pm -  however, no matter what I try the following error displays:

DBI connect(';host=localhost','root',...) failed: Can't connect to local MySQL server through socket '/var/lib/mysql/mysql.sock' (2) at /usr/sbin/rt-setup-database line 105
Failed to connect to dbi:mysql:;host=localhost as root: Can't connect to local MySQL server through socket '/var/lib/mysql/mysql.sock' (2) at /usr/sbin/rt-setup-database line 105, <STDIN> line 1.

Is this an error because I am not using the correct password?  Here are my /etc/rt3/RT_SiteConfig.pm settings:

Set($DatabaseUser , 'rt_user');
Set($DatabasePassword , 'rt3p at 55');

Thanks,
Shannon



      


From dfj at thermeon.com  Tue May 20 11:30:05 2008
From: dfj at thermeon.com (Daniel Jennings)
Date: Tue, 20 May 2008 16:30:05 +0100
Subject: [rt-users] Turning off replies per queue
In-Reply-To: <519782dc0805200533q43c8908bvd6678d86cc958423@mail.gmail.com>
References: <20080519095347.8z0yzywke8wsw88s@webmail.safecleanemail.com>
	<20080519084143.GC23839@easter-eggs.com>
	<48313F5D.4030304@fullnet.co.uk>
	<20080520095626.GE31176@easter-eggs.com>
	<F8775CDACD4A4E7FB86179521BCC4F6C@VistaPC>
	<519782dc0805200533q43c8908bvd6678d86cc958423@mail.gmail.com>
Message-ID: <4F0D1A7909F54D869854957C451F6031@VistaPC>

Thanks that did the trick nicely

  _____  

From: Todd Chapman [mailto:todd at chaka.net] 
Sent: 20 May 2008 13:33
To: Daniel Jennings
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Turning off replies per queue


Create a blank template in those queues, using the same name as the global
template.


On Tue, May 20, 2008 at 7:51 AM, Daniel Jennings <dfj at thermeon.com> wrote:


Hi,

We want to be able to turn off outgoing mail for one or two specific queues.
However, the scrips that govern outgoing messages on create are global and
don't have the option to turn them off for a single queue. Is there a way
around this that I'm not seeing?

Thanks,

- Dan

_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com



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From elacour at easter-eggs.com  Tue May 20 11:32:45 2008
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Tue, 20 May 2008 17:32:45 +0200
Subject: [rt-users] Problem with initialize RT's database
In-Reply-To: <810691.56182.qm@web52911.mail.re2.yahoo.com>
References: <810691.56182.qm@web52911.mail.re2.yahoo.com>
Message-ID: <20080520153244.GM31176@easter-eggs.com>

On Tue, May 20, 2008 at 08:12:25AM -0700, Shannon Adams wrote:
> When I type:
> /usr/sbin/rt-setup-database --action init --dba root --prompt-for-dba-password
> 
> ... I am prompted for a password.  I have entered the "root" password, left it blank, and used the password set in /etc/rt3/RT_SiteConfig.pm -  however, no matter what I try the following error displays:
> 
> DBI connect(';host=localhost','root',...) failed: Can't connect to local MySQL server through socket '/var/lib/mysql/mysql.sock' (2) at /usr/sbin/rt-setup-database line 105
> Failed to connect to dbi:mysql:;host=localhost as root: Can't connect to local MySQL server through socket '/var/lib/mysql/mysql.sock' (2) at /usr/sbin/rt-setup-database line 105, <STDIN> line 1.
> 
> Is this an error because I am not using the correct password?  Here are my /etc/rt3/RT_SiteConfig.pm settings:
> 

This is not a password problem, but a communication problem between your
RT server and your MySQL server. It isn't able to connect to it via the
socket '/var/lib/mysql/mysql.sock'. So Maybe your MySQL server is down
or listenning on another socket.


Here is the typical error for a password problem:

ERROR 1045 (28000): Access denied for user 'root'@'localhost' (using
password: YES)

> Set($DatabaseUser , 'rt_user');
> Set($DatabasePassword , 'xxxxxxx');
> 

Never give passwords on mailing lists ...




From lgrella at acquiremedia.com  Tue May 20 11:59:15 2008
From: lgrella at acquiremedia.com (Laura Grella)
Date: Tue, 20 May 2008 08:59:15 -0700 (PDT)
Subject: [rt-users]  Sort by owner?
Message-ID: <17344003.post@talk.nabble.com>


I have created a search which shows all tickets in RT that have not been
updated in the past 14 days. I then took this report, and clicked on Owner,
and expected the report to be sorted by owner. But it is not. It seems to be
sorted by an Owner ID since it shows the first people that were added to RT.
I do not see where I can add owner.emailaddress or owner.name to a search.

Also, when setting the sort order of a search from the Tickets page, there
is no option to sort by owner's name. 

Am I missing something?

Thanks,
Laura
-- 
View this message in context: http://www.nabble.com/Sort-by-owner--tp17344003p17344003.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From elacour at easter-eggs.com  Tue May 20 12:02:04 2008
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Tue, 20 May 2008 18:02:04 +0200
Subject: [rt-users] Sort by owner?
In-Reply-To: <17344003.post@talk.nabble.com>
References: <17344003.post@talk.nabble.com>
Message-ID: <20080520160204.GN31176@easter-eggs.com>

On Tue, May 20, 2008 at 08:59:15AM -0700, Laura Grella wrote:
> 
> I have created a search which shows all tickets in RT that have not been
> updated in the past 14 days. I then took this report, and clicked on Owner,
> and expected the report to be sorted by owner. But it is not. It seems to be
> sorted by an Owner ID since it shows the first people that were added to RT.
> I do not see where I can add owner.emailaddress or owner.name to a search.
> 
> Also, when setting the sort order of a search from the Tickets page, there
> is no option to sort by owner's name. 
> 
> Am I missing something?
> 

Which version of RT are you using?


From falcone at bestpractical.com  Tue May 20 12:31:09 2008
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 20 May 2008 12:31:09 -0400
Subject: [rt-users] Sort by owner?
In-Reply-To: <17344003.post@talk.nabble.com>
References: <17344003.post@talk.nabble.com>
Message-ID: <013C19DB-672D-4B9E-B69A-960B9403FA5F@bestpractical.com>

On May 20, 2008, at 11:59 AM, Laura Grella wrote:
> I have created a search which shows all tickets in RT that have not  
> been
> updated in the past 14 days. I then took this report, and clicked on  
> Owner,
> and expected the report to be sorted by owner. But it is not. It  
> seems to be
> sorted by an Owner ID since it shows the first people that were  
> added to RT.
> I do not see where I can add owner.emailaddress or owner.name to a  
> search.
>
> Also, when setting the sort order of a search from the Tickets page,  
> there
> is no option to sort by owner's name.
>
> Am I missing something?

There are fixes for this in svn and will be part of 3.6.7

-kevin


From lgrella at acquiremedia.com  Tue May 20 12:32:43 2008
From: lgrella at acquiremedia.com (Laura Grella)
Date: Tue, 20 May 2008 09:32:43 -0700 (PDT)
Subject: [rt-users] Sort by owner?
In-Reply-To: <20080520160204.GN31176@easter-eggs.com>
References: <17344003.post@talk.nabble.com>
	<20080520160204.GN31176@easter-eggs.com>
Message-ID: <17344746.post@talk.nabble.com>


3.6.6

Emmanuel Lacour wrote:
> 
> On Tue, May 20, 2008 at 08:59:15AM -0700, Laura Grella wrote:
>> 
>> I have created a search which shows all tickets in RT that have not been
>> updated in the past 14 days. I then took this report, and clicked on
>> Owner,
>> and expected the report to be sorted by owner. But it is not. It seems to
>> be
>> sorted by an Owner ID since it shows the first people that were added to
>> RT.
>> I do not see where I can add owner.emailaddress or owner.name to a
>> search.
>> 
>> Also, when setting the sort order of a search from the Tickets page,
>> there
>> is no option to sort by owner's name. 
>> 
>> Am I missing something?
>> 
> 
> Which version of RT are you using?
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 
> 

-- 
View this message in context: http://www.nabble.com/Sort-by-owner--tp17344003p17344746.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From lgrella at acquiremedia.com  Tue May 20 13:10:52 2008
From: lgrella at acquiremedia.com (Laura Grella)
Date: Tue, 20 May 2008 10:10:52 -0700 (PDT)
Subject: [rt-users] Sort by owner?
In-Reply-To: <013C19DB-672D-4B9E-B69A-960B9403FA5F@bestpractical.com>
References: <17344003.post@talk.nabble.com>
	<013C19DB-672D-4B9E-B69A-960B9403FA5F@bestpractical.com>
Message-ID: <17345613.post@talk.nabble.com>


Thanks

Kevin Falcone-2 wrote:
> 
> On May 20, 2008, at 11:59 AM, Laura Grella wrote:
>> I have created a search which shows all tickets in RT that have not  
>> been
>> updated in the past 14 days. I then took this report, and clicked on  
>> Owner,
>> and expected the report to be sorted by owner. But it is not. It  
>> seems to be
>> sorted by an Owner ID since it shows the first people that were  
>> added to RT.
>> I do not see where I can add owner.emailaddress or owner.name to a  
>> search.
>>
>> Also, when setting the sort order of a search from the Tickets page,  
>> there
>> is no option to sort by owner's name.
>>
>> Am I missing something?
> 
> There are fixes for this in svn and will be part of 3.6.7
> 
> -kevin
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 
> 

-- 
View this message in context: http://www.nabble.com/Sort-by-owner--tp17344003p17345613.html
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From rkeidel at gmail.com  Tue May 20 16:00:19 2008
From: rkeidel at gmail.com (Robert Keidel)
Date: Tue, 20 May 2008 13:00:19 -0700
Subject: [rt-users] new install 3.6.6 - logo image issue
In-Reply-To: <946A5BCB95904F428CAEEE90D84BFC64@corporate.mcfina.com>
References: <91c16bf0805151328t4d2bfdd4r4651f09b28ad4d2f@mail.gmail.com>
	<1C2D34A41CBE41F1B0BC4C2C73B71118@corporate.mcfina.com>
	<91c16bf0805151444y11fb4be9lda6d27fc8f0f511d@mail.gmail.com>
	<82B9DACC3FF64A3898C2720BBC339E9A@corporate.mcfina.com>
	<91c16bf0805161412m362ddd7fm5ef75a3d50e8f91e@mail.gmail.com>
	<946A5BCB95904F428CAEEE90D84BFC64@corporate.mcfina.com>
Message-ID: <91c16bf0805201300r388a6f01w437036bdcd53e93d@mail.gmail.com>

Hello,

thanks Sam, I tried the stuff you suggested, but it did not fix my
problem. I am at the point to start over from scratch. I am very
certain that this issue is created from a wrong installation process.
My question is now, where do I have to look at, so I do not create
that error again. I could install the packaged version 3.6.5 what
comes with Ubuntu, but I'd like to use the newest version. Maybe if
you all could give me some suggestion where to look just so I do not
get the same error again. Any help would be very appreciated. Or maybe
you have some other suggestions.

Thanks for all your help,

Robert


From KFCrocker at lbl.gov  Tue May 20 18:11:08 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 20 May 2008 15:11:08 -0700
Subject: [rt-users] SearchBuilder problems with sorting by Custom Fields
In-Reply-To: <20080520074958.GA28521@easter-eggs.com>
References: <4831A954.9060008@lbl.gov> <20080519205330.GA14625@easter-eggs.com>
	<4831F24E.6070308@lbl.gov> <20080520074958.GA28521@easter-eggs.com>
Message-ID: <48334C7C.6020208@lbl.gov>

Emmanuel,


	I downloaded 3.6.6 and am up to the "make testdeps". This ran fine but 
for a couple things missing:

  Calendar::Simple...found
         DBIx::SearchBuilder 1.50...MISSING
                 DBIx::SearchBuilder version 1.5 required--this is only 
version 1.49 at (eval 27) line 2.
         Date::Format...found
         CSS::Squish 0.06...MISSING

	How do I get the latest SearchBuilder and download it if it wasn't 
included in the original download? Why does it state it wants 1.50 
instead of 1.53? This is confusing for me.
	Thanks for your help.


Kenn
LBNL

On 5/20/2008 12:49 AM, Emmanuel Lacour wrote:
> On Mon, May 19, 2008 at 02:34:06PM -0700, Kenneth Crocker wrote:
>> Emmanuel,
>>
>>
>> 	Also, was the fix to a later version of SearchBuilder? If so, I'd 
>> prefer to just upgrade the SearchBuilder rather than another whole upgrade.
>>
>>
> 
> There is changes in RT and SearchBuilder
> 
> You have to install SB 1.53 and to try to applies needed changes from
> 3.6.6 to 3.6.4 (see svn log).
> 
> But I really think that upgrading from 3.6.4 to 3.6.6 is not that
> difficult, even with local changes, so I recommends you to take time to
> upgrade ;)
> 
> 



From shannon_adams68 at yahoo.com  Tue May 20 18:21:09 2008
From: shannon_adams68 at yahoo.com (Shannon Adams)
Date: Tue, 20 May 2008 15:21:09 -0700 (PDT)
Subject: [rt-users] Help with Apache config ("You're almost there")
Message-ID: <510979.85733.qm@web52902.mail.re2.yahoo.com>

After many failed attempts to get RT 3.6.6 working on Fedora Core 8 last week, I decided to start from scratch.  I reformatted my server with FC9.  I turned off SELINUX, as well as changed my iptables config.  I installed the FC9 RPM from:

ftp://rpmfind.net/linux/fedora/development/i386/os/Packages/rt3-3.6.6-5.fc9.noarch.rpm 

Running:
mod_perl-2.0.3-21.i386
Apache/2.2.8 (Unix)

httpd starts - but I get the following when browsing to rtbak.xyzcorp.com:

You're almost there!

You haven't yet configured your webserver to run RT.

You appear to have installed RT's web interface correctly, but haven't yet configured your web server to "run" the RT server which powers the web interface.

The next step is to edit your webserver's configuration file to instruct it to use RT's mod_perl , fastcgi or speedycgi handler.

My rt3.conf follows:

<VirtualHost 10.9.xx.xxx>            
  ServerName rtbak.xyzcorp.com 
  DocumentRoot /usr/share/rt3/html   
  AddDefaultCharset UTF-8            
                                     
  PerlModule Apache::DBI             
  PerlRequire /usr/sbin/webmux.pl    
                                     
  <Location />                       
    SetHandler perl-script           
    PerlHandler RT::Mason            
  </Location>                        
</VirtualHost>                       

Basically, I am back to sqaure one.  This is the same behavior I had when trying to get this going until FC8.

Thanks for any help.



      


From rkeidel at gmail.com  Tue May 20 18:37:13 2008
From: rkeidel at gmail.com (Robert Keidel)
Date: Tue, 20 May 2008 15:37:13 -0700
Subject: [rt-users] new install 3.6.6 - logo image issue
In-Reply-To: <91c16bf0805201300r388a6f01w437036bdcd53e93d@mail.gmail.com>
References: <91c16bf0805151328t4d2bfdd4r4651f09b28ad4d2f@mail.gmail.com>
	<1C2D34A41CBE41F1B0BC4C2C73B71118@corporate.mcfina.com>
	<91c16bf0805151444y11fb4be9lda6d27fc8f0f511d@mail.gmail.com>
	<82B9DACC3FF64A3898C2720BBC339E9A@corporate.mcfina.com>
	<91c16bf0805161412m362ddd7fm5ef75a3d50e8f91e@mail.gmail.com>
	<946A5BCB95904F428CAEEE90D84BFC64@corporate.mcfina.com>
	<91c16bf0805201300r388a6f01w437036bdcd53e93d@mail.gmail.com>
Message-ID: <91c16bf0805201537g5e569f7fu46fb091aa7432041@mail.gmail.com>

I solved my my problem. I am not sure if that is the right approach,
but at least it works now. When I run the ./configure command, I
always use "--with-rt-group=rt", and I added this group to the system.
This time I used "root" instead of "rt" and it works.

Thanks

Robert

On Tue, May 20, 2008 at 1:00 PM, Robert Keidel <rkeidel at gmail.com> wrote:
> Hello,
>
> thanks Sam, I tried the stuff you suggested, but it did not fix my
> problem. I am at the point to start over from scratch. I am very
> certain that this issue is created from a wrong installation process.
> My question is now, where do I have to look at, so I do not create
> that error again. I could install the packaged version 3.6.5 what
> comes with Ubuntu, but I'd like to use the newest version. Maybe if
> you all could give me some suggestion where to look just so I do not
> get the same error again. Any help would be very appreciated. Or maybe
> you have some other suggestions.
>
> Thanks for all your help,
>
> Robert
>


From jesse at bestpractical.com  Tue May 20 20:14:16 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 21 May 2008 08:14:16 +0800
Subject: [rt-users] SearchBuilder problems with sorting by Custom Fields
In-Reply-To: <48334C7C.6020208@lbl.gov>
References: <4831A954.9060008@lbl.gov> <20080519205330.GA14625@easter-eggs.com>
	<4831F24E.6070308@lbl.gov> <20080520074958.GA28521@easter-eggs.com>
	<48334C7C.6020208@lbl.gov>
Message-ID: <A4116B89-8EF3-4617-9B33-59EB34A09717@bestpractical.com>


On May 21, 2008, at 6:11 AM, Kenneth Crocker wrote:

> Emmanuel,
>
>
> 	I downloaded 3.6.6 and am up to the "make testdeps". This ran fine  
> but
> for a couple things missing:
>
>  Calendar::Simple...found
>         DBIx::SearchBuilder 1.50...MISSING
>                 DBIx::SearchBuilder version 1.5 required--this is only
> version 1.49 at (eval 27) line 2.
>         Date::Format...found
>         CSS::Squish 0.06...MISSING
>
> 	How do I get the latest SearchBuilder and download it if it wasn't
> included in the original download?


'make fixdeps' or use 'cpan' to manually install it.

> Why does it state it wants 1.50 instead of 1.53? This is confusing  
> for me.

It's a minimum version requirement. "At least 1.50"
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From johan.baarman at citec.fi  Wed May 21 01:36:48 2008
From: johan.baarman at citec.fi (Johan Baarman)
Date: Wed, 21 May 2008 08:36:48 +0300
Subject: [rt-users] Including Scrip as file
In-Reply-To: <e99ac1500805200702l2e53baefl1587b204b65816bc@mail.gmail.com>
Message-ID: <C4598FA0.FC9%johan.baarman@citec.fi>

Hi

I would recommend using Dirk Papes HideGlobalScrips which allow you to
enable/disable global scrips per queue basis using radio buttons. It?s a
great extension to an already great ticketing system :)

http://page.mi.fu-berlin.de/~pape/rt3screenshots/
http://page.mi.fu-berlin.de/pape/rt3/patches/rt/3.6.4/

You can also add the scrip to RT core so it?s turns up in the ScripCondition
and ScripAction dropdown menus. That way you don?t need to copy-paste your
long file into the user defined fields all the time. Instructions should be
available on the wiki, I just can?t find it right now.

R, Johan




On 5/20/08 5:02 PM, "Forrest Blount" <forrestarthur at gmail.com> wrote:

> I have a scrip that has a large amount of text matching expressions which will
> likely be changed on semi-regular basis.  This scrip will be applied to
> several queues, but not to all of our queues, so it would save a lot of time
> if it could be applied (like a custom field) to each queue, instead of created
> as a separate instance in each queue.  My understanding is that RT (3.6.4)
> only allows scrips to work on either global or queue based levels.  If I'm
> correct, I'd like to accomplish something similar by moving the scrip code
> into a perl file that could be included on a permanent basis in a scrip for
> each appropriate queue, allowing all of the future changes to be made in the
> file.
> 
> If this is possible I have a few questions:
> - Where should the file be placed to avoid problems on future upgrades?
> - Does the scrip in RT need any additional commands other than "do file.pl" in
> the action cleanup code?
> 
> Thanks in advance for any help you can provide!
> 
> Forrest
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com

###########################################

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From itinfoguy at gmail.com  Wed May 21 03:32:21 2008
From: itinfoguy at gmail.com (IT GUY)
Date: Wed, 21 May 2008 13:17:21 +0545
Subject: [rt-users] Changing Password for user
Message-ID: <c02411c30805210032l570769d7k94ab1bd657828680@mail.gmail.com>

Dear All,

How do we allow users to change their password? I am using 3.6.5 version. Is
there any option that needs to be enabled? I have searched but haven't had
any luck.

Yogesh
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From elacour at easter-eggs.com  Wed May 21 03:37:59 2008
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Wed, 21 May 2008 09:37:59 +0200
Subject: [rt-users] Upgrade From 3.4.0 to 3.6.6
In-Reply-To: <0139539A634FD04A99C9B8880AB70CB209055184@in-ex004.groupinfra.com>
References: <0139539A634FD04A99C9B8880AB70CB209055184@in-ex004.groupinfra.com>
Message-ID: <20080521073758.GA8618@easter-eggs.com>

On Wed, May 21, 2008 at 10:17:27AM +0530, Singh Raina, Ajeet wrote:
> I tried installing RT but when I am running apache service it is
> displaying PERL Error.
> 

First, please don't write only to me, but to
rt-users at lists.bestpractical.com instead, you will get more help ;)

Second, if you wan't someone to help you, describe better your problem,
send at least the error displayed ...



From elbertlai at itiva.com  Wed May 21 03:38:16 2008
From: elbertlai at itiva.com (Elbert Lai)
Date: Wed, 21 May 2008 00:38:16 -0700
Subject: [rt-users] Changing Password for user
In-Reply-To: <c02411c30805210032l570769d7k94ab1bd657828680@mail.gmail.com>
References: <c02411c30805210032l570769d7k94ab1bd657828680@mail.gmail.com>
Message-ID: <005001c8bb15$a2b11240$250110ac@PADepLaptop>

I could not find an option in 3.6.5 to allow users to change their own
passwords. Unfortunately, I had to do it for them as an administrator.
However, I found that in 3.6.6 and 3.8 beta 2, users now can change their
own passwords.

 

Elbert Lai

Network Operations Manager

Itiva Networks

530 Lytton Ave

2nd Floor

Palo Alto, CA 94301

650-521-3403 (cell)

650-560-6125 (fax)

elbertlai at itiva.com

  _____  

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of IT GUY
Sent: Wednesday, May 21, 2008 12:32 AM
To: RT users
Subject: [rt-users] Changing Password for user

 

Dear All,

How do we allow users to change their password? I am using 3.6.5 version. Is
there any option that needs to be enabled? I have searched but haven't had
any luck.

Yogesh

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From weser at osp-dd.de  Wed May 21 03:39:14 2008
From: weser at osp-dd.de (Benjamin Weser)
Date: Wed, 21 May 2008 09:39:14 +0200
Subject: [rt-users] Changing Password for user
In-Reply-To: <c02411c30805210032l570769d7k94ab1bd657828680@mail.gmail.com>
References: <c02411c30805210032l570769d7k94ab1bd657828680@mail.gmail.com>
Message-ID: <4833D1A2.1050907@osp-dd.de>

Give them the right ModifySelf.

IT GUY schrieb:
> Dear All,
>
> How do we allow users to change their password? I am using 3.6.5 
> version. Is there any option that needs to be enabled? I have searched 
> but haven't had any luck.
>
> Yogesh
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com

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From elbertlai at itiva.com  Wed May 21 03:45:11 2008
From: elbertlai at itiva.com (Elbert Lai)
Date: Wed, 21 May 2008 00:45:11 -0700
Subject: [rt-users] Changing Password for user
In-Reply-To: <c02411c30805210032l570769d7k94ab1bd657828680@mail.gmail.com>
References: <c02411c30805210032l570769d7k94ab1bd657828680@mail.gmail.com>
Message-ID: <006101c8bb16$9982a610$250110ac@PADepLaptop>

I just looked again at my rt installations' setups, and I can't find the
option to change the password at the moment. I thought it was under
preferences, but I could be mistaken. Looking at email, it looks like
Benjamin Weser has a suggestion as well.

 

Elbert Lai

Network Operations Manager

Itiva Networks

530 Lytton Ave

2nd Floor

Palo Alto, CA 94301

650-521-3403 (cell)

650-560-6125 (fax)

elbertlai at itiva.com

  _____  

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of IT GUY
Sent: Wednesday, May 21, 2008 12:32 AM
To: RT users
Subject: [rt-users] Changing Password for user

 

Dear All,

How do we allow users to change their password? I am using 3.6.5 version. Is
there any option that needs to be enabled? I have searched but haven't had
any luck.

Yogesh

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From itinfoguy at gmail.com  Wed May 21 04:47:28 2008
From: itinfoguy at gmail.com (IT GUY)
Date: Wed, 21 May 2008 14:32:28 +0545
Subject: [rt-users] Changing Password for user
In-Reply-To: <006101c8bb16$9982a610$250110ac@PADepLaptop>
References: <c02411c30805210032l570769d7k94ab1bd657828680@mail.gmail.com>
	<006101c8bb16$9982a610$250110ac@PADepLaptop>
Message-ID: <c02411c30805210147n1bf5492fx5c41ac5208a9d4b0@mail.gmail.com>

I searched but I didn't find any option "ModifySelf" in RT  3.6.5. I think I
have to prepare for an upgrade.

On Wed, May 21, 2008 at 1:30 PM, Elbert Lai <elbertlai at itiva.com> wrote:

>  I just looked again at my rt installations' setups, and I can't find the
> option to change the password at the moment. I thought it was under
> preferences, but I could be mistaken. Looking at email, it looks like
> Benjamin Weser has a suggestion as well.
>
>
>
> *Elbert Lai*
>
> *Network Operations Manager*
>
> *Itiva Networks*
>
> *530 Lytton Ave*
>
> *2nd Floor*
>
> *Palo Alto**, CA 94301*
>
> *650-521-3403 (cell)*
>
> *650-560-6125 (fax)*
>
> *elbertlai at itiva.com*
>   ------------------------------
>
> *From:* rt-users-bounces at lists.bestpractical.com [mailto:
> rt-users-bounces at lists.bestpractical.com] *On Behalf Of *IT GUY
> *Sent:* Wednesday, May 21, 2008 12:32 AM
> *To:* RT users
> *Subject:* [rt-users] Changing Password for user
>
>
>
> Dear All,
>
> How do we allow users to change their password? I am using 3.6.5 version.
> Is there any option that needs to be enabled? I have searched but haven't
> had any luck.
>
> Yogesh
>
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From tom at netspot.com.au  Wed May 21 05:01:30 2008
From: tom at netspot.com.au (Tom Lanyon)
Date: Wed, 21 May 2008 18:31:30 +0930
Subject: [rt-users] RT 3.8 beta 2 now available
In-Reply-To: <26974E3E-CDFF-4A90-95B6-28D9B4F73160@netspot.com.au>
References: <BDDBC4CB-4DF3-46C6-8630-4C492F94BE0F@bestpractical.com>
	<C9A847D4-DBFF-47FB-A8FB-552DAED2F660@netspot.com.au>
	<8B18C613-6A79-4D9D-A30A-1A70911E0FDB@bestpractical.com>
	<26974E3E-CDFF-4A90-95B6-28D9B4F73160@netspot.com.au>
Message-ID: <9BDDCD64-0F92-4967-9C01-58900BF001F1@netspot.com.au>

On 20/05/2008, at 5:42 PM, Tom Lanyon wrote:

> On 20/05/2008, at 2:05 PM, Jesse Vincent wrote:
>
>>>>
>>>> Jesse
>>>
>>> Jesse,
>>>
>>> It seg faults for me on a dev box, RedHat Enterprise Linux 5 with  
>>> Perl 5.10.0. This box was successfully running 3.6.6 with no  
>>> issues and only had a few dependencies which needed upgrading to  
>>> pass a 3.7.85 'make testdeps'.
>>>
>>> It dies in HTML::Mason::Request::alter_superclass(), called from  
>>> RT::Interface::Web::Request.
>>>
>>
>> When you install HTML::Mason, does it run and pass all its tests?
>
>
> Yes, all except live tests and CHI. If it was an issue with  
> HTML::Mason I'd expect 15-subclass.t to fail (as it calls the same  
> alter_superclass method).
>

To follow up my own email, this does seem like a HTML::Mason bug as I  
can reproduce the SIGSEGV on two machines running perl 5.10.0 and  
HTML::Mason 1.39 with the following test script, yet it runs fine on  
perl 5.8.8 + HTML::Mason 1.39.


package TestRequest;
use strict;
use warnings;

use base 'HTML::Mason::Request';
use HTML::Mason::CGIHandler;

sub foo {
         my $class = shift;
         $class->alter_superclass( 'HTML::Mason::Request::CGI' );
         $class->SUPER::new(@_);
}


package main;
my $bar = TestRequest->foo();



From barnesaw at ucrwcu.rwc.uc.edu  Wed May 21 10:34:02 2008
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Wed, 21 May 2008 10:34:02 -0400
Subject: [rt-users] Changing Password for user
In-Reply-To: <c02411c30805210147n1bf5492fx5c41ac5208a9d4b0@mail.gmail.com>
References: <c02411c30805210032l570769d7k94ab1bd657828680@mail.gmail.com>	<006101c8bb16$9982a610$250110ac@PADepLaptop>
	<c02411c30805210147n1bf5492fx5c41ac5208a9d4b0@mail.gmail.com>
Message-ID: <483432DA.8010804@ucrwcu.rwc.uc.edu>

It is a right that can be granted.  Configuration -> Global -> User 
Rights (or Group Rights if you'd rather do it for Requestor, everyone, etc.)

IT GUY wrote:
> I searched but I didn't find any option "ModifySelf" in RT  3.6.5. 
> <http://3.6.5.> I think I have to prepare for an upgrade.
>
> On Wed, May 21, 2008 at 1:30 PM, Elbert Lai <elbertlai at itiva.com 
> <mailto:elbertlai at itiva.com>> wrote:
>
>     I just looked again at my rt installations' setups, and I can't
>     find the option to change the password at the moment. I thought it
>     was under preferences, but I could be mistaken. Looking at email,
>     it looks like Benjamin Weser has a suggestion as well.
>
>      
>
>     **/Elbert Lai/**
>
>     /*/Network Operations Manager/*/
>
>     //Itiva Networks//
>
>     //530 Lytton Ave//
>
>     //2nd Floor//
>
>     //Palo Alto////, CA 94301//
>
>     **650-521-3403 (cell)**
>
>     **650-560-6125 (fax)**
>
>     _elbertlai at itiva.com <mailto:elbertlai at itiva.com>_
>
>     ------------------------------------------------------------------------
>
>     *From:* rt-users-bounces at lists.bestpractical.com
>     <mailto:rt-users-bounces at lists.bestpractical.com>
>     [mailto:rt-users-bounces at lists.bestpractical.com
>     <mailto:rt-users-bounces at lists.bestpractical.com>] *On Behalf Of
>     *IT GUY
>     *Sent:* Wednesday, May 21, 2008 12:32 AM
>     *To:* RT users
>     *Subject:* [rt-users] Changing Password for user
>
>      
>
>     Dear All,
>
>
>     How do we allow users to change their password? I am using 3.6.5
>     version. Is there any option that needs to be enabled? I have
>     searched but haven't had any luck.
>
>     Yogesh
>
>
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com


From sklutch at hostile.org  Wed May 21 10:45:23 2008
From: sklutch at hostile.org (Simon Jester)
Date: Wed, 21 May 2008 14:45:23 +0000 (UTC)
Subject: [rt-users] Changing Password for user
References: <c02411c30805210032l570769d7k94ab1bd657828680@mail.gmail.com>
	<006101c8bb16$9982a610$250110ac@PADepLaptop>
	<c02411c30805210147n1bf5492fx5c41ac5208a9d4b0@mail.gmail.com>
Message-ID: <loom.20080521T144316-297@post.gmane.org>

IT GUY <itinfoguy <at> gmail.com> writes:

> 
> 
> I searched but I didn't find any option "ModifySelf" in RT? 3.6.5. I think I 
have to prepare for an upgrade.

Admin user:  Configuration->Global->Group/User Rights.

I've set my "Privileged Users" to be able to ModifySelf so they can keep their 
personal data up-to-date, as well.

sklutch





From asips at nl.clara.net  Wed May 21 11:19:07 2008
From: asips at nl.clara.net (Alain Sips)
Date: Wed, 21 May 2008 17:19:07 +0200
Subject: [rt-users] TicketSQL with Custom Fields
Message-ID: <48343D6B.5040108@nl.clara.net>

Hello,

Attached to our tickets, we have a custom field called 'Reminder 
Interval'. In this field, a number is written in minutes. I would like 
to create a query that checks if the last update has been longer that 
the amount of minutes in this field. I would think that that query would 
look like this:

 Status = 'open' AND 'CF.{Productomschrijving}' IS NOT 'NULL' AND 
LastUpdated < 'CF.{Reminder Interval} minutes ago'

However, there is for example a ticket that has 15 in that custom field 
and that hasn't been updated in 2 hours.
If I have the query:
     Status = 'open' AND 'CF.{Productomschrijving}' IS NOT 'NULL' AND 
LastUpdated < '15 minutes ago'
this gives back the 1 result.

However if I use the first query, no results are returned.
Am I using an incorrect syntax?

Thanks,

Alain

-- 
Met vriendelijke groet,

Claranet Benelux BV

Alain Sips
Software Ontwikkeling




From luisj at nemedia.com  Wed May 21 12:17:48 2008
From: luisj at nemedia.com (Luis Jimenez)
Date: Wed, 21 May 2008 12:17:48 -0400
Subject: [rt-users] Problem installing RTFM
Message-ID: <48344B2C.5080309@nemedia.com>

Hello guys,

I already installed RT 3.6.5, but when i try to install RTFM its telling 
me that RT is missing...

Here is the output:
[root at server RTFM-2.2.1]# perl Makefile.PL
Using RT configurations from /opt/rt3/lib/RT.pm:
./bin   => /opt/rt3/bin
./etc   => /opt/rt3/etc/FM
./html  => /opt/rt3/html
./lib   => /opt/rt3/lib
./po    => /opt/rt3/po/FM
./sbin  => /opt/rt3/sbin
For first-time installation, type 'make initdb'.
*** Module::AutoInstall version 1.03
*** Checking for Perl dependencies...
[Core Features]
*- RT                ...missing. (would need 3.4.2)*
- Text::WikiFormat  ...loaded. (0.79)
- Tree::Simple      ...loaded. (1.18)
- HTML::TreeBuilder ...loaded. (3.23)
- Time::ParseDate   ...loaded. (2006.0814)
- HTML::FormatText  ...loaded. (2.04)
- YAML              ...loaded. (0.66)

==> Auto-install the 1 mandatory module(s) from CPAN? [y]

If i tell the Makefile to install from CPAN, its unable to find it in CPAN.

I told it to not look for it in CPAN, and then i did make install, but 
im not able to see any RTFM options in the web interface logged in as 
the admin user.

Anybody knows something about his behavior?

Regards,

-- 
Luis Jim?nez
Information Technology Manager
Nemedia, S. A.
P. 809. 476-1810 (334)
C. 809. 841-3464
luis.jimenez at nemedia.com

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From mzagrabe at d.umn.edu  Wed May 21 12:04:27 2008
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Wed, 21 May 2008 11:04:27 -0500
Subject: [rt-users] TicketSQL with Custom Fields
In-Reply-To: <48343D6B.5040108@nl.clara.net>
References: <48343D6B.5040108@nl.clara.net>
Message-ID: <1211385867.7635.86.camel@grateful.d.umn.edu>

On Wed, 2008-05-21 at 17:19 +0200, Alain Sips wrote:
> Hello,
> 
> Attached to our tickets, we have a custom field called 'Reminder 
> Interval'. In this field, a number is written in minutes. I would like 
> to create a query that checks if the last update has been longer that 
> the amount of minutes in this field. I would think that that query would 
> look like this:
> 
>  Status = 'open' AND 'CF.{Productomschrijving}' IS NOT 'NULL' AND 
> LastUpdated < 'CF.{Reminder Interval} minutes ago'
> 
> However, there is for example a ticket that has 15 in that custom field 
> and that hasn't been updated in 2 hours.
> If I have the query:
>      Status = 'open' AND 'CF.{Productomschrijving}' IS NOT 'NULL' AND 
> LastUpdated < '15 minutes ago'
> this gives back the 1 result.
> 
> However if I use the first query, no results are returned.
> Am I using an incorrect syntax?

Total guess here:

Is the db field some sort of text (varchar, etc)? If so you may need to
cast before doing a comparison.

-- 
Matt Zagrabelny - mzagrabe at d.umn.edu - (218) 726 8844
University of Minnesota Duluth
Information Technology Systems & Services
PGP key 1024D/84E22DA2 2005-11-07
Fingerprint: 78F9 18B3 EF58 56F5 FC85  C5CA 53E7 887F 84E2 2DA2

He is not a fool who gives up what he cannot keep to gain what he cannot
lose.
-Jim Elliot
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From mlhess at med.umich.edu  Wed May 21 12:41:58 2008
From: mlhess at med.umich.edu (Michael Hess)
Date: Wed, 21 May 2008 12:41:58 -0400
Subject: [rt-users] create tickets on the commandline
Message-ID: <483450D6.5080003@med.umich.edu>

Is there a good example of how to create tickets and assign custom 
fields on the command line? (or in a ver simple perl script)

Thanks,
Michael


From shicks at mcfina.com  Wed May 21 13:04:46 2008
From: shicks at mcfina.com (Sam A. Hicks)
Date: Wed, 21 May 2008 13:04:46 -0400
Subject: [rt-users] create tickets on the commandline
In-Reply-To: <483450D6.5080003@med.umich.edu>
References: <483450D6.5080003@med.umich.edu>
Message-ID: <2EE811160E9D4A2DB9F06F9B6628EF87@corporate.mcfina.com>

mail -s 'Subject' rt at myrtserver.com

:)

---------------------------------
 
The information contained in this email is strictly confidential and subject
to the Confidentiality Notice at www.mcfina.com/emailpolicy


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Michael Hess
Sent: Wednesday, May 21, 2008 12:42 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] create tickets on the commandline

Is there a good example of how to create tickets and assign custom 
fields on the command line? (or in a ver simple perl script)

Thanks,
Michael
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com



From KFCrocker at lbl.gov  Wed May 21 14:22:00 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 21 May 2008 11:22:00 -0700
Subject: [rt-users] SearchBuilder problems with sorting by Custom Fields
In-Reply-To: <A4116B89-8EF3-4617-9B33-59EB34A09717@bestpractical.com>
References: <4831A954.9060008@lbl.gov> <20080519205330.GA14625@easter-eggs.com>
	<4831F24E.6070308@lbl.gov> <20080520074958.GA28521@easter-eggs.com>
	<48334C7C.6020208@lbl.gov>
	<A4116B89-8EF3-4617-9B33-59EB34A09717@bestpractical.com>
Message-ID: <48346848.6040202@lbl.gov>

Jesse, whomever,


	I managed to execute the "fixdeps" in my test environment. I wasn't 
sure how to answer all the questions on where to put stuff as I know 
little or nothing about that stuff, although I AM certainly learning. I 
DO have a couple questions about the results. The following is what the 
"fixdeps" displayed while doing it's thing:

   CPAN.pm: Going to build R/RU/RUZ/DBIx-SearchBuilder-1.53.tar.gz

Cannot determine perl version info from SearchBuilder.pm
*** Module::AutoInstall version 1.03
*** Checking for Perl dependencies...
[Core Features]
- Test::More                 ...loaded. (0.62 >= 0.52)
- DBD::SQLite                ...loaded. (1.11)
- File::Temp                 ...loaded. (0.16)
- DBI                        ...loaded. (1.47)
- Want                       ...loaded. (0.10)
- Encode                     ...loaded. (2.01)
- Class::ReturnValue         ...loaded. (0.53 >= 0.4)
- Cache::Simple::TimedExpiry ...loaded. (0.23 >= 0.21)
- Clone                      ...loaded. (0.20)
[Lower case API]
- capitalization             ...loaded. (0.03 >= 0.03)
[Schema generation]
- DBIx::DBSchema             ...loaded. (0.33)
- Class::Accessor            ...loaded. (0.22)
*** Module::AutoInstall configuration finished.
Checking if your kit is complete...
Looks good
Writing Makefile for DBIx::SearchBuilder
make[1]: Entering directory 
`/home/rt/.cpan/build/DBIx-SearchBuilder-1.53-x0hO2K'
cp SearchBuilder.pm blib/lib/DBIx/SearchBuilder.pm
cp SearchBuilder/Handle.pm blib/lib/DBIx/SearchBuilder/Handle.pm
cp SearchBuilder/Handle/mysqlPP.pm 
blib/lib/DBIx/SearchBuilder/Handle/mysqlPP.pm
cp SearchBuilder/Handle/mysql.pm blib/lib/DBIx/SearchBuilder/Handle/mysql.pm
cp SearchBuilder/Handle/Sybase.pm 
blib/lib/DBIx/SearchBuilder/Handle/Sybase.pm
cp SearchBuilder/Unique.pm blib/lib/DBIx/SearchBuilder/Unique.pm
cp SearchBuilder/Union.pm blib/lib/DBIx/SearchBuilder/Union.pm
cp SearchBuilder/Handle/Oracle.pm 
blib/lib/DBIx/SearchBuilder/Handle/Oracle.pm
cp SearchBuilder/Record/Cachable.pm 
blib/lib/DBIx/SearchBuilder/Record/Cachable.pm
cp SearchBuilder/Handle/Informix.pm 
blib/lib/DBIx/SearchBuilder/Handle/Informix.pm
cp SearchBuilder/Handle/SQLite.pm 
blib/lib/DBIx/SearchBuilder/Handle/SQLite.pm
cp SearchBuilder/Handle/ODBC.pm blib/lib/DBIx/SearchBuilder/Handle/ODBC.pm
cp SearchBuilder/Handle/Pg.pm blib/lib/DBIx/SearchBuilder/Handle/Pg.pm
cp SearchBuilder/SchemaGenerator.pm 
blib/lib/DBIx/SearchBuilder/SchemaGenerator.pm
cp SearchBuilder/Record.pm blib/lib/DBIx/SearchBuilder/Record.pm
Manifying blib/man3/DBIx::SearchBuilder::Handle::mysql.3
Manifying blib/man3/DBIx::SearchBuilder::Handle::mysqlPP.3
Manifying blib/man3/DBIx::SearchBuilder::Handle.3
Manifying blib/man3/DBIx::SearchBuilder.3
Manifying blib/man3/DBIx::SearchBuilder::Handle::Sybase.3
Manifying blib/man3/DBIx::SearchBuilder::Union.3
Manifying blib/man3/DBIx::SearchBuilder::Unique.3
Manifying blib/man3/DBIx::SearchBuilder::Record::Cachable.3
Manifying blib/man3/DBIx::SearchBuilder::Handle::Oracle.3
Manifying blib/man3/DBIx::SearchBuilder::Handle::SQLite.3
Manifying blib/man3/DBIx::SearchBuilder::Handle::Informix.3
Manifying blib/man3/DBIx::SearchBuilder::Handle::Pg.3
Manifying blib/man3/DBIx::SearchBuilder::Handle::ODBC.3
Manifying blib/man3/DBIx::SearchBuilder::Record.3
Manifying blib/man3/DBIx::SearchBuilder::SchemaGenerator.3
make[1]: Leaving directory 
`/home/rt/.cpan/build/DBIx-SearchBuilder-1.53-x0hO2K'
   RUZ/DBIx-SearchBuilder-1.53.tar.gz
   /tools/bin/make -- OK
Running make test
make[1]: Entering directory 
`/home/rt/.cpan/build/DBIx-SearchBuilder-1.53-x0hO2K'
PERL_DL_NONLAZY=1 /tools/bin/perl "-MExtUtils::Command::MM" "-e" 
"test_harness(0, 'inc', 'blib/lib', 'blib/arch')" t/00.load.t 
t/01basics.t t/01nocap_api.t t/01records.t t/01searches.t 
t/02order_outer.t t/02records_cachable.t t/02records_integers.t 
t/02records_object.t t/02searches_joins.t t/03rebless.t 
t/03transactions.t t/03versions.t t/10schema.t t/11schema_records.t t/pod.t
t/00.load...............ok 

t/01basics..............ok 

t/01nocap_api...........ok 

t/01records.............ok 

         65/65 skipped: various reasons
t/01searches............ok 

         76/76 skipped: various reasons
t/02order_outer.........ok 

         98/98 skipped: various reasons
t/02records_cachable....ok 

         16/16 skipped: various reasons
t/02records_integers....ok 

         33/33 skipped: various reasons
t/02records_object......ok 

         11/11 skipped: various reasons
t/02searches_joins......ok 

         47/47 skipped: various reasons
t/03rebless.............ok 

         4/4 skipped: various reasons
t/03transactions........ok 

         42/42 skipped: various reasons
t/03versions............ok 

         6/6 skipped: various reasons
t/10schema..............ok 

         14/17 skipped: various reasons
t/11schema_records......ok 

         63/63 skipped: various reasons
t/pod...................skipped
         all skipped: Test::Pod 1.00 required for testing POD
All tests successful, 1 test and 475 subtests skipped.
Files=16, Tests=496, 13 wallclock secs ( 6.87 cusr +  2.22 csys =  9.09 CPU)
make[1]: Leaving directory 
`/home/rt/.cpan/build/DBIx-SearchBuilder-1.53-x0hO2K'
   RUZ/DBIx-SearchBuilder-1.53.tar.gz
   /tools/bin/make test -- OK
Running make install
make[1]: Entering directory 
`/home/rt/.cpan/build/DBIx-SearchBuilder-1.53-x0hO2K'
Installing /opt/rt-3.4.4/perl/lib/5.8.5/DBIx/SearchBuilder.pm
Installing /opt/rt-3.4.4/perl/lib/5.8.5/DBIx/SearchBuilder/Handle.pm
Installing /opt/rt-3.4.4/perl/lib/5.8.5/DBIx/SearchBuilder/Unique.pm
Installing /opt/rt-3.4.4/perl/lib/5.8.5/DBIx/SearchBuilder/Union.pm
Installing 
/opt/rt-3.4.4/perl/lib/5.8.5/DBIx/SearchBuilder/SchemaGenerator.pm
Installing /opt/rt-3.4.4/perl/lib/5.8.5/DBIx/SearchBuilder/Record.pm
Installing /opt/rt-3.4.4/perl/lib/5.8.5/DBIx/SearchBuilder/Handle/mysqlPP.pm
Installing /opt/rt-3.4.4/perl/lib/5.8.5/DBIx/SearchBuilder/Handle/mysql.pm
Installing /opt/rt-3.4.4/perl/lib/5.8.5/DBIx/SearchBuilder/Handle/Sybase.pm
Installing /opt/rt-3.4.4/perl/lib/5.8.5/DBIx/SearchBuilder/Handle/Oracle.pm
Installing 
/opt/rt-3.4.4/perl/lib/5.8.5/DBIx/SearchBuilder/Handle/Informix.pm
Installing /opt/rt-3.4.4/perl/lib/5.8.5/DBIx/SearchBuilder/Handle/SQLite.pm
Installing /opt/rt-3.4.4/perl/lib/5.8.5/DBIx/SearchBuilder/Handle/ODBC.pm
Installing /opt/rt-3.4.4/perl/lib/5.8.5/DBIx/SearchBuilder/Handle/Pg.pm
Installing 
/opt/rt-3.4.4/perl/lib/5.8.5/DBIx/SearchBuilder/Record/Cachable.pm
Installing /opt/rt-3.4.4/perl/man/man3/DBIx::SearchBuilder::Handle::mysql.3
Installing 
/opt/rt-3.4.4/perl/man/man3/DBIx::SearchBuilder::Handle::mysqlPP.3
Installing /opt/rt-3.4.4/perl/man/man3/DBIx::SearchBuilder::Handle.3
Installing /opt/rt-3.4.4/perl/man/man3/DBIx::SearchBuilder.3
Installing /opt/rt-3.4.4/perl/man/man3/DBIx::SearchBuilder::Handle::Sybase.3
Installing /opt/rt-3.4.4/perl/man/man3/DBIx::SearchBuilder::Union.3
Installing /opt/rt-3.4.4/perl/man/man3/DBIx::SearchBuilder::Unique.3
Installing 
/opt/rt-3.4.4/perl/man/man3/DBIx::SearchBuilder::Record::Cachable.3
Installing /opt/rt-3.4.4/perl/man/man3/DBIx::SearchBuilder::Handle::Oracle.3
Installing /opt/rt-3.4.4/perl/man/man3/DBIx::SearchBuilder::Handle::SQLite.3
Installing 
/opt/rt-3.4.4/perl/man/man3/DBIx::SearchBuilder::Handle::Informix.3
Installing /opt/rt-3.4.4/perl/man/man3/DBIx::SearchBuilder::Handle::Pg.3
Installing /opt/rt-3.4.4/perl/man/man3/DBIx::SearchBuilder::Handle::ODBC.3
Installing /opt/rt-3.4.4/perl/man/man3/DBIx::SearchBuilder::Record.3
Installing 
/opt/rt-3.4.4/perl/man/man3/DBIx::SearchBuilder::SchemaGenerator.3
Writing 
/opt/rt-3.4.4/perl/lib/5.8.5/sun4-solaris/auto/DBIx/SearchBuilder/.packlist
Appending installation info to 
/opt/rt-3.4.4/perl/lib/5.8.5/sun4-solaris/perllocal.pod
make[1]: Leaving directory 
`/home/rt/.cpan/build/DBIx-SearchBuilder-1.53-x0hO2K'
   RUZ/DBIx-SearchBuilder-1.53.tar.gz
   /tools/bin/make install  -- OK

Install module CSS::Squish
Running install for module 'CSS::Squish'
Running make for R/RU/RUZ/CSS-Squish-0.07.tar.gz
Fetching with LWP:
 
ftp://cpan.cs.utah.edu/pub/CPAN/authors/id/R/RU/RUZ/CSS-Squish-0.07.tar.gz
Checksum for 
/home/rt/.cpan/sources/authors/id/R/RU/RUZ/CSS-Squish-0.07.tar.gz ok
CSS-Squish-0.07/
CSS-Squish-0.07/t/
CSS-Squish-0.07/t/05-basic-loop-prevention.t
CSS-Squish-0.07/t/css/
CSS-Squish-0.07/t/css/01-basic-import.css
CSS-Squish-0.07/t/css/05-loop-prevention-2.css
CSS-Squish-0.07/t/css/05-loop-prevention.css
CSS-Squish-0.07/t/css/04-recursion.css
CSS-Squish-0.07/t/css/blam.css
CSS-Squish-0.07/t/css/foo/
CSS-Squish-0.07/t/css/foo/04-recursion-2.css
CSS-Squish-0.07/t/css/foo/04-recursion-3.css
CSS-Squish-0.07/t/css/01-basic.css
CSS-Squish-0.07/t/css/03-skip-http.css
CSS-Squish-0.07/t/css/foo.css
CSS-Squish-0.07/t/css/02-edge-cases.css
CSS-Squish-0.07/t/css/07-basic-extra-roots4.css
CSS-Squish-0.07/t/css/05-loop-prevention-3.css
CSS-Squish-0.07/t/css/foo2.css
CSS-Squish-0.07/t/css/07-basic-extra-roots.css
CSS-Squish-0.07/t/css/07-basic-extra-roots3.css
CSS-Squish-0.07/t/99-pod-coverage.t
CSS-Squish-0.07/t/css3/
CSS-Squish-0.07/t/css3/07-basic-extra-roots2.css
CSS-Squish-0.07/t/css3/07-basic-extra-roots3.css
CSS-Squish-0.07/t/03-skip-http.t
CSS-Squish-0.07/t/07-basic-extra-roots.t
CSS-Squish-0.07/t/css2/
CSS-Squish-0.07/t/css2/07-basic-extra-roots2.css
CSS-Squish-0.07/t/02-edge-cases.t
CSS-Squish-0.07/t/00-use.t
CSS-Squish-0.07/t/01-basic.t
CSS-Squish-0.07/t/04-recursion.t
CSS-Squish-0.07/t/06-server-relative-urls.t
CSS-Squish-0.07/t/99-pod.t
CSS-Squish-0.07/MANIFEST
CSS-Squish-0.07/CHANGES
CSS-Squish-0.07/lib/
CSS-Squish-0.07/lib/CSS/
CSS-Squish-0.07/lib/CSS/Squish.pm
CSS-Squish-0.07/Makefile.PL
CSS-Squish-0.07/README
CSS-Squish-0.07/META.yml

   CPAN.pm: Going to build R/RU/RUZ/CSS-Squish-0.07.tar.gz

Checking if your kit is complete...
Looks good
Writing Makefile for CSS::Squish
make[1]: Entering directory `/home/rt/.cpan/build/CSS-Squish-0.07-0j3Lwu'
cp lib/CSS/Squish.pm blib/lib/CSS/Squish.pm
Manifying blib/man3/CSS::Squish.3
make[1]: Leaving directory `/home/rt/.cpan/build/CSS-Squish-0.07-0j3Lwu'
   RUZ/CSS-Squish-0.07.tar.gz
   /tools/bin/make -- OK
Running make test
make[1]: Entering directory `/home/rt/.cpan/build/CSS-Squish-0.07-0j3Lwu'
PERL_DL_NONLAZY=1 /tools/bin/perl "-MExtUtils::Command::MM" "-e" 
"test_harness(0, 'blib/lib', 'blib/arch')" t/*.t
t/00-use......................ok 

t/01-basic....................ok 

t/02-edge-cases...............ok 

t/03-skip-http................ok 

t/04-recursion................ok 

t/05-basic-loop-prevention....ok 

t/06-server-relative-urls.....skipped
         all skipped: Functionality non-existant.  (and tests incomplete.)
t/07-basic-extra-roots........ok 

t/99-pod-coverage.............skipped
         all skipped: Test::Pod::Coverage 1.00 required for testing POD 
coverage
t/99-pod......................skipped
         all skipped: Test::Pod 1.00 required for testing POD
All tests successful, 3 tests skipped.
Files=10, Tests=13,  3 wallclock secs ( 1.34 cusr +  0.59 csys =  1.93 CPU)
make[1]: Leaving directory `/home/rt/.cpan/build/CSS-Squish-0.07-0j3Lwu'
   RUZ/CSS-Squish-0.07.tar.gz
   /tools/bin/make test -- OK
Running make install
make[1]: Entering directory `/home/rt/.cpan/build/CSS-Squish-0.07-0j3Lwu'
Installing /opt/rt-3.4.4/perl/lib/5.8.5/CSS/Squish.pm
Installing /opt/rt-3.4.4/perl/man/man3/CSS::Squish.3
Writing /opt/rt-3.4.4/perl/lib/5.8.5/sun4-solaris/auto/CSS/Squish/.packlist
Appending installation info to 
/opt/rt-3.4.4/perl/lib/5.8.5/sun4-solaris/perllocal.pod
make[1]: Leaving directory `/home/rt/.cpan/build/CSS-Squish-0.07-0j3Lwu'
   RUZ/CSS-Squish-0.07.tar.gz
   /tools/bin/make install  -- OK
MAILGATE dependencies:
         Pod::Usage...found
         HTML::TreeBuilder...found
         Getopt::Long...found
         HTML::FormatText...found
         LWP::UserAgent...found
MASON dependencies:
         CGI::Cookie >=1.20...found
         Text::WikiFormat >=0.76...found
         XML::RSS >=1.05...found
         Storable >=2.08...found
         CSS::Squish 0.06...MISSING
         HTML::Mason >=1.23...found
         Apache::Session >=1.53...found
         Digest::MD5 >=2.27...found
         GD::Text...found
         GD...found
         Errno...found
         GD::Graph...found

Install module CSS::Squish
Running install for module 'CSS::Squish'
Running make for R/RU/RUZ/CSS-Squish-0.07.tar.gz
   Has already been unwrapped into directory 
/home/rt/.cpan/build/CSS-Squish-0.07-0j3Lwu
   Has already been made
Running make test
   Has already been tested successfully
Running make install
   Already done
ORACLE dependencies:
         DBD::Oracle...found

SOMETHING WAS MISSING!
bash-2.03$


	My questions are:

	1) When it states "1 test and 475 skipped" is that bad?
	2) When is showed where it was installing everything, it displayed

"Installing /opt/rt-3.4.4/perl/lib/5.8.5/DBIx/SearchBuilder"

	So ..... why didn't it install to rt-3.6.6   AND
	3) We are using perl 5.8.8, so I am concerned about those results or 
directory or whatever as well.
	4) What is "Squish" and did that install OK?

	I just can't tell on some of this stuff. When it asks questions like 
"Always commit changes to config variables to disk? [no]" do I enter 
"y", "yes", "no" or just hit enter?

	When it asked about building perl, I thought I should enter where we 
keep our perL. Correct??

Parameters for the 'perl Build.PL' command?
Typical frequently used settings:

     --install_base /home/xxx             # different installation directory

Your choice:  [] /apps/rt/rt-3.6.6/perl
Parameters for the './Build' command?


	So .... can anyone tell me what I did? did it work? did it go where I 
thought it should go? Did I enter the right answers to it's questions? 
Have I successfully installed SearchBuilder 1.5.3 or is everything back 
to 3.4.4?

	I VERY confused by these questions AND results. Please help and Thanks 
ahead of time.

Kenn
LBNL


On 5/20/2008 5:14 PM, Jesse Vincent wrote:
> 
> On May 21, 2008, at 6:11 AM, Kenneth Crocker wrote:
> 
>> Emmanuel,
>>
>>
>>     I downloaded 3.6.6 and am up to the "make testdeps". This ran fine 
>> but
>> for a couple things missing:
>>
>>  Calendar::Simple...found
>>         DBIx::SearchBuilder 1.50...MISSING
>>                 DBIx::SearchBuilder version 1.5 required--this is only
>> version 1.49 at (eval 27) line 2.
>>         Date::Format...found
>>         CSS::Squish 0.06...MISSING
>>
>>     How do I get the latest SearchBuilder and download it if it wasn't
>> included in the original download?
> 
> 
> 'make fixdeps' or use 'cpan' to manually install it.
> 
>> Why does it state it wants 1.50 instead of 1.53? This is confusing for 
>> me.
> 
> It's a minimum version requirement. "At least 1.50"



From lists_rt at amnesiamachine.com  Wed May 21 15:07:42 2008
From: lists_rt at amnesiamachine.com (RT Lists)
Date: Wed, 21 May 2008 13:07:42 -0600
Subject: [rt-users] create tickets on the commandline
In-Reply-To: <483450D6.5080003@med.umich.edu>
References: <483450D6.5080003@med.umich.edu>
Message-ID: <1a260ce60805211207m14bc88a4mb09db5721ceaa0c0@mail.gmail.com>

Hi Mike,
If you haven't already, take a peek at some of the CLI tool documentation on
the wiki:

http://wiki.bestpractical.com/view/CLI

According to this, the CLI tool supports custom fields in 3.6.x:

http://www.gossamer-threads.com/lists/rt/users/66503?search_string=cli%20custom%20fields;#66503


HTH!

-Matt


On Wed, May 21, 2008 at 10:41 AM, Michael Hess <mlhess at med.umich.edu> wrote:

> Is there a good example of how to create tickets and assign custom
> fields on the command line? (or in a ver simple perl script)
>
> Thanks,
> Michael
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
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From itinfoguy at gmail.com  Thu May 22 00:38:11 2008
From: itinfoguy at gmail.com (IT GUY)
Date: Thu, 22 May 2008 10:23:11 +0545
Subject: [rt-users] Changing Password for user
In-Reply-To: <loom.20080521T144316-297@post.gmane.org>
References: <c02411c30805210032l570769d7k94ab1bd657828680@mail.gmail.com>
	<006101c8bb16$9982a610$250110ac@PADepLaptop>
	<c02411c30805210147n1bf5492fx5c41ac5208a9d4b0@mail.gmail.com>
	<loom.20080521T144316-297@post.gmane.org>
Message-ID: <c02411c30805212138h338ceef6w918afaf6bb34a418@mail.gmail.com>

Well the job is done !!!!!!! Thanks.

As a superuser one can perform it.

By enabling "ModifySelf" option, along with the right to change the
password, the user gets added rights too( Search Options, Creating Personal
groups, RT at a glance).

Yogesh



On Wed, May 21, 2008 at 8:30 PM, Simon Jester <sklutch at hostile.org> wrote:

> IT GUY <itinfoguy <at> gmail.com> writes:
>
> >
> >
> > I searched but I didn't find any option "ModifySelf" in RT  3.6.5. I
> think I
> have to prepare for an upgrade.
>
> Admin user:  Configuration->Global->Group/User Rights.
>
> I've set my "Privileged Users" to be able to ModifySelf so they can keep
> their
> personal data up-to-date, as well.
>
> sklutch
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
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From itinfoguy at gmail.com  Thu May 22 00:38:11 2008
From: itinfoguy at gmail.com (IT GUY)
Date: Thu, 22 May 2008 10:23:11 +0545
Subject: [rt-users] Changing Password for user
In-Reply-To: <loom.20080521T144316-297@post.gmane.org>
References: <c02411c30805210032l570769d7k94ab1bd657828680@mail.gmail.com>
	<006101c8bb16$9982a610$250110ac@PADepLaptop>
	<c02411c30805210147n1bf5492fx5c41ac5208a9d4b0@mail.gmail.com>
	<loom.20080521T144316-297@post.gmane.org>
Message-ID: <c02411c30805212138h338ceef6w918afaf6bb34a418@mail.gmail.com>

Well the job is done !!!!!!! Thanks.

As a superuser one can perform it.

By enabling "ModifySelf" option, along with the right to change the
password, the user gets added rights too( Search Options, Creating Personal
groups, RT at a glance).

Yogesh



On Wed, May 21, 2008 at 8:30 PM, Simon Jester <sklutch at hostile.org> wrote:

> IT GUY <itinfoguy <at> gmail.com> writes:
>
> >
> >
> > I searched but I didn't find any option "ModifySelf" in RT  3.6.5. I
> think I
> have to prepare for an upgrade.
>
> Admin user:  Configuration->Global->Group/User Rights.
>
> I've set my "Privileged Users" to be able to ModifySelf so they can keep
> their
> personal data up-to-date, as well.
>
> sklutch
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
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From david.hobley at mionegroup.com  Thu May 22 01:30:21 2008
From: david.hobley at mionegroup.com (David Hobley)
Date: Thu, 22 May 2008 15:30:21 +1000 (EST)
Subject: [rt-users] RT running slowly...
In-Reply-To: <1865176.79561211434167712.JavaMail.root@mail.onegrp.com>
Message-ID: <20142451.79581211434221269.JavaMail.root@mail.onegrp.com>

Hello, 

Our RT has been running slowly for a while; having turned on mysql slow query logging, it appears to only be a single query which is causing grief. Anyone any suggestions as to what can be done to fix this? 

# Time: 080522 15:32:21 
# User at Host: rt[rt] @ localhost [] 
# Query_time: 40 Lock_time: 0 Rows_sent: 0 Rows_examined: 6888927 
SELECT DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_4 JOIN Principals Principals_1 ON ( Principals_1.id = main.id ) JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.MemberId = Principals_1.id ) JOIN Groups Groups_3 ON ( Groups_3.id = CachedGroupMembers_2.GroupId ) WHERE (Principals_1.Disabled = '0') AND (ACL_4.PrincipalType = Groups_3.Type) AND (Principals_1.id != '1') AND (Principals_1.PrincipalType = 'User') AND (ACL_4.RightName = 'OwnTicket') AND ((ACL_4.ObjectType = 'RT::Queue') OR (ACL_4.ObjectType = 'RT::System')) AND ((Groups_3.Domain = 'RT::Queue-Role') OR (Groups_3.Domain = 'RT::System-Role')) ORDER BY main.Name ASC; 

-- 
Cheers, 
David 
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From geek+rt at cmu.edu  Thu May 22 01:45:10 2008
From: geek+rt at cmu.edu (Brian Gallew)
Date: Thu, 22 May 2008 08:45:10 +0300
Subject: [rt-users] 3.8 suggestion
Message-ID: <48350866.3030203@cmu.edu>

Here's a minor suggestion for 3.8: versioned schemas.

It would be a lot easier to automate upgrade if you could simply query
the database to determine what schema version is installed.  Yeah, I
know, nothing like coming late to the party, but this came up while I
was attempting to upgrade to the latest beta.

Who knows?  It might even provide a clever programmer the capability of
writing an extension that performs correctly across multiple versions,
or does different things for different versions.




From david.hobley at mionegroup.com  Thu May 22 02:08:27 2008
From: david.hobley at mionegroup.com (David Hobley)
Date: Thu, 22 May 2008 16:08:27 +1000 (EST)
Subject: [rt-users] RT running slowly... Caused by RTx-Shredder indexes
In-Reply-To: <20142451.79581211434221269.JavaMail.root@mail.onegrp.com>
Message-ID: <10763813.80751211436507065.JavaMail.root@mail.onegrp.com>

All, 

I ran an explain on the query in MySQL and noticed that it was using one of the RTx-Shredder indexes. After I deleted all those indexes things went back to normal. Phew. 

In case this is useful: 

mysql> explain select distinct main.* from Users main cross join ACL ACL_4 JOIN Principals Principals_1 ON ( Principals_1.id = main.id ) JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.MemberId = Principals_1.id ) JOIN Groups Groups_3 ON ( Groups_3.id = CachedGroupMembers_2.GroupId ) WHERE (Principals_1.Disabled = '0') AND (ACL_4.PrincipalType = Groups_3.Type) AND (Principals_1.id != '1') AND (Principals_1.PrincipalType = 'User') AND (ACL_4.RightName = 'OwnTicket') AND ((ACL_4.ObjectType = 'RT::Queue') OR (ACL_4.ObjectType = 'RT::System')) AND ((Groups_3.Domain = 'RT::Queue-Role') OR (Groups_3.Domain = 'RT::System-Role')) ORDER BY main.Name ASC; 
+----+-------------+----------------------+--------+--------------------------+---------------+---------+-----------------------------+-------+----------------------------------------------+ 
| id | select_type | table | type | possible_keys | key | key_len | ref | rows | Extra | 
+----+-------------+----------------------+--------+--------------------------+---------------+---------+-----------------------------+-------+----------------------------------------------+ 
| 1 | SIMPLE | main | range | PRIMARY | PRIMARY | 4 | NULL | 28920 | Using where; Using temporary; Using filesort | 
| 1 | SIMPLE | Groups_3 | range | PRIMARY,Groups1,Groups2 | Groups1 | 67 | NULL | 119 | Using where; Using index; Distinct | 
| 1 | SIMPLE | Principals_1 | eq_ref | PRIMARY | PRIMARY | 4 | rt3.main.id | 1 | Using where; Distinct | 
| 1 | SIMPLE | CachedGroupMembers_2 | ref | DisGrouMem,SHREDDER_CGM1 | SHREDDER_CGM1 | 10 | rt3.main.id,rt3.Groups_3.id | 1 | Using where; Using index; Distinct | 
| 1 | SIMPLE | ACL_4 | range | ACL1 | ACL1 | 54 | NULL | 45 | Using where; Using index; Distinct | 
+----+-------------+----------------------+--------+--------------------------+---------------+---------+-----------------------------+-------+----------------------------------------------+ 

Cheers, 
David 
----- Original Message ----- 
From: "David Hobley" <david.hobley at mionegroup.com> 
To: "rt-users" <rt-users at lists.bestpractical.com> 
Sent: Thursday, 22 May, 2008 3:30:21 PM GMT +10:00 Brisbane 
Subject: [rt-users] RT running slowly... 

Hello, 

Our RT has been running slowly for a while; having turned on mysql slow query logging, it appears to only be a single query which is causing grief. Anyone any suggestions as to what can be done to fix this? 

# Time: 080522 15:32:21 
# User at Host: rt[rt] @ localhost [] 
# Query_time: 40 Lock_time: 0 Rows_sent: 0 Rows_examined: 6888927 
SELECT DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_4 JOIN Principals Principals_1 ON ( Principals_1.id = main.id ) JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.MemberId = Principals_1.id ) JOIN Groups Groups_3 ON ( Groups_3.id = CachedGroupMembers_2.GroupId ) WHERE (Principals_1.Disabled = '0') AND (ACL_4.PrincipalType = Groups_3.Type) AND (Principals_1.id != '1') AND (Principals_1.PrincipalType = 'User') AND (ACL_4.RightName = 'OwnTicket') AND ((ACL_4.ObjectType = 'RT::Queue') OR (ACL_4.ObjectType = 'RT::System')) AND ((Groups_3.Domain = 'RT::Queue-Role') OR (Groups_3.Domain = 'RT::System-Role')) ORDER BY main.Name ASC; 

-- 
Cheers, 
David 

_______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com 

-- 
Cheers, 
David Hobley 

IT Manager 
Creators of Miessence, MiVitality and MiEnviron 

Phone: +61 (7) 5582 7020 
Fax: +61 (7) 5539 6719 
USA Fax 1800 840 0827 
Email : david.hobley at mionegroup.com 
Website: www.mionegroup.com 


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From jesse at bestpractical.com  Thu May 22 03:52:30 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 22 May 2008 03:52:30 -0400
Subject: [rt-users] 3.8 suggestion
In-Reply-To: <48350866.3030203@cmu.edu>
References: <48350866.3030203@cmu.edu>
Message-ID: <20080522075230.GK12194@bestpractical.com>




On Thu, May 22, 2008 at 08:45:10AM +0300, Brian Gallew wrote:
> Here's a minor suggestion for 3.8: versioned schemas.
> 
> It would be a lot easier to automate upgrade if you could simply query
> the database to determine what schema version is installed.  Yeah, I
> know, nothing like coming late to the party, but this came up while I
> was attempting to upgrade to the latest beta.
> 
Yep. That's something we've implemented in Jifty for RT4 but hadn't
backported as we're aready stretched pretty thin. I'd love a patch,
though ;)


> Who knows?  It might even provide a clever programmer the capability of
> writing an extension that performs correctly across multiple versions,
> or does different things for different versions.
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 

-- 


From sven.sternberger at desy.de  Thu May 22 04:33:07 2008
From: sven.sternberger at desy.de (Sven Sternberger)
Date: Thu, 22 May 2008 10:33:07 +0200
Subject: [rt-users] RT3.8 questions and remarks!
Message-ID: <1211445187.23121.21.camel@pcx4546.desy.de>

hello developers!

first the question: How can I get rid of the wyswyg editor
for my users. A lot of the my users only use the mail interface
and they use text-only mailclients like pine or mutt. so I
would like to set the default to the simple text field.
It would be no ggod idea to send html-mails to my pine
users

the new default stylesheet looks very nice, but on all
linux desktops, the small fonts are broken
example:
* sidebar: the small non-bold font
* ticketview: the field description text

?you mentioned a webinstaller for 3.8 could you give
us more information. 

best regards!

sven



From elacour at easter-eggs.com  Thu May 22 04:54:05 2008
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Thu, 22 May 2008 10:54:05 +0200
Subject: [rt-users] RT3.8 questions and remarks!
In-Reply-To: <1211445187.23121.21.camel@pcx4546.desy.de>
References: <1211445187.23121.21.camel@pcx4546.desy.de>
Message-ID: <20080522085404.GB3851@easter-eggs.com>

On Thu, May 22, 2008 at 10:33:07AM +0200, Sven Sternberger wrote:
> hello developers!
> 

Ehlo,

> first the question: How can I get rid of the wyswyg editor
> for my users. A lot of the my users only use the mail interface
> and they use text-only mailclients like pine or mutt. so I
> would like to set the default to the simple text field.
> It would be no ggod idea to send html-mails to my pine
> users

Set($MessageBoxRichText, 0);

> 
> the new default stylesheet looks very nice, but on all
> linux desktops, the small fonts are broken
> example:
> * sidebar: the small non-bold font
> * ticketview: the field description text
> 

I don't see this here, can you give us a screenshot?

> you mentioned a webinstaller for 3.8 could you give
> us more information. 
> 

it lives in http://.../installation/ and help you to fill the
RT_SiteConfig.pm and init the DB.



From jesse at bestpractical.com  Thu May 22 05:45:34 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 22 May 2008 05:45:34 -0400
Subject: [rt-users] RT3.8 questions and remarks!
In-Reply-To: <1211445187.23121.21.camel@pcx4546.desy.de>
References: <1211445187.23121.21.camel@pcx4546.desy.de>
Message-ID: <20080522094533.GM12194@bestpractical.com>




> first the question: How can I get rid of the wyswyg editor
> for my users. A lot of the my users only use the mail interface
> and they use text-only mailclients like pine or mutt. so I
> would like to set the default to the simple text field.
> It would be no ggod idea to send html-mails to my pine
> users

Emmanuel already answered the practical question, but it's worth
pointing out that Pine deals gracefully with rich text mail out of the
box (and most mutt configurations do too) and that RT autmatically
creates a plain-text version of the HTML which users generate through
the GUI. We may be crazy, but we're not _rude_ ;)

Best,
Jesse


From itinfoguy at gmail.com  Thu May 22 07:48:06 2008
From: itinfoguy at gmail.com (IT GUY)
Date: Thu, 22 May 2008 17:33:06 +0545
Subject: [rt-users] Ticket creation through e-mail.
In-Reply-To: <c02411c30805220442k701b0ebel9cee461f0bcdc595@mail.gmail.com>
References: <c02411c30805220442k701b0ebel9cee461f0bcdc595@mail.gmail.com>
Message-ID: <c02411c30805220448m15e08bb9jd3fe9dcb8fc59379@mail.gmail.com>

This is the error I get:

May 22 17:21:06 diffgeek RT: RT thinks this message may be a bounce
(/usr/lib/perl5/vendor_perl/5.8.8/RT/Interface/Email.pm:243)#012
May 22 17:21:08 diffgeek RT: Could not record email: Message Bounced
(/usr/share/rt3/html/REST/1.0/NoAuth/mail-gateway:75)#012


On Thu, May 22, 2008 at 5:27 PM, IT GUY <itinfoguy at gmail.com> wrote:

> Dear All,
>
> Ticket creation failed through e-mail. I have allowed the following rights
> to the group in that queue:
>
> CommentOnTicket
> CreateTicket
> ReplyToTicket
> SeeQueue
> ShowTicket
> ShowTicketComments
>
> Is there anything I need to do more, or do have to enable the privileged
> group to create ticket as well.
>
> I have checked the e-mail settings as well, I don't think the problem is
> there.
>
> Regards,
> Yogesh
>
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From itinfoguy at gmail.com  Thu May 22 07:42:08 2008
From: itinfoguy at gmail.com (IT GUY)
Date: Thu, 22 May 2008 17:27:08 +0545
Subject: [rt-users] Ticket creation through e-mail.
Message-ID: <c02411c30805220442k701b0ebel9cee461f0bcdc595@mail.gmail.com>

Dear All,

Ticket creation failed through e-mail. I have allowed the following rights
to the group in that queue:

CommentOnTicket
CreateTicket
ReplyToTicket
SeeQueue
ShowTicket
ShowTicketComments

Is there anything I need to do more, or do have to enable the privileged
group to create ticket as well.

I have checked the e-mail settings as well, I don't think the problem is
there.

Regards,
Yogesh
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From chrisc at cemgraft.co.uk  Thu May 22 07:59:40 2008
From: chrisc at cemgraft.co.uk (chrisc at cemgraft.co.uk)
Date: Thu, 22 May 2008 12:59:40 +0100
Subject: [rt-users] RT and Fetchmail - MDA Open Failed
Message-ID: <AB37EBAC7C0CC243BE0E46D5420E111F0151495522@cemgraftmail.office.cemgraft.co.uk>

Hi all,

I'm having some issues getting RT installed under windows using exchange server and fetchmail.

My fetchmail now bombs with errors:

MDA open failed
MDA error while fetching from servername (this server is the exchange 2007 mail server on the same network)
Query Status=6 (IOERR)

I have got the latest cygwin1.dll
I have taken ownership as local admin of the rt-mailgate.conf

That config is as follows:

poll servername proto pop3:
username XXX password XXXXXX mda "c:/Progra~1/OurInternet/Common/perl/bin/perl.exe c:/Progra~1/Ourinternet/Reques~1/rt/bin/rt-mailgate.in --url http://10.10.1.253:8284/ --queue GENERAL --action correspond"

I would really appreciate some help with this...  Before I updated the cygwin1.dll I was getting a different error:

Fetchmail: SIGPIPE

Its sat on a windows server 2003 box, mailserver is the same os with exchange 2007.  It can login and read the e-mail as it reports there is 1, then I get the above errors..

Many thanks

Chris

The AWS Electronics Group are exhibiting at National Electronics Week, visit us on stand G51
-- 
This electronic message contains information from Cemgraft Limited which may be privileged or confidential. The information is intended to be for the use of the individual(s) or entity named above. If you are not the intended recipient be aware that any disclosure, copying distribution or use of the contents of this information is prohibited. If you have received this electronic message in error, please notify us by telephone or email (to the numbers or address above) immediately.


From G.E.Fowler at lboro.ac.uk  Thu May 22 08:27:41 2008
From: G.E.Fowler at lboro.ac.uk (Graeme Fowler)
Date: Thu, 22 May 2008 13:27:41 +0100
Subject: [rt-users] Ticket creation through e-mail.
In-Reply-To: <c02411c30805220448m15e08bb9jd3fe9dcb8fc59379@mail.gmail.com>
References: <c02411c30805220442k701b0ebel9cee461f0bcdc595@mail.gmail.com>
	<c02411c30805220448m15e08bb9jd3fe9dcb8fc59379@mail.gmail.com>
Message-ID: <1211459261.797.39.camel@squonk.lboro.ac.uk>

On Thu, 2008-05-22 at 17:33 +0545, IT GUY wrote:
> This is the error I get:
> 
> May 22 17:21:06 diffgeek RT: RT thinks this message may be a bounce
> (/usr/lib/perl5/vendor_perl/5.8.8/RT/Interface/Email.pm:243)#012
> May 22 17:21:08 diffgeek RT: Could not record email: Message Bounced
> (/usr/share/rt3/html/REST/1.0/NoAuth/mail-gateway:75)#012

The key part there being "?RT thinks this message may be a bounce".

This indicates the fact that RT detected the Return-Path: header being
set to "<>", which is only normally used to send bounces.

How are the emails being generated which are being sent to RT?

Graeme



From itinfoguy at gmail.com  Thu May 22 08:51:27 2008
From: itinfoguy at gmail.com (IT GUY)
Date: Thu, 22 May 2008 18:36:27 +0545
Subject: [rt-users] Ticket creation through e-mail.
In-Reply-To: <1211459261.797.39.camel@squonk.lboro.ac.uk>
References: <c02411c30805220442k701b0ebel9cee461f0bcdc595@mail.gmail.com>
	<c02411c30805220448m15e08bb9jd3fe9dcb8fc59379@mail.gmail.com>
	<1211459261.797.39.camel@squonk.lboro.ac.uk>
Message-ID: <c02411c30805220551v74547722i705c0e1ad272540c@mail.gmail.com>

Why/How does "RT think that this message is a bounce" ? Any specific
reasons.

It was working well before. I could send email and create a ticket, that was
not a problem.

I send email through my regular mail, an account that RT knows and has it in
the database. TO say, this is a privileged user.

I had changed some settings, As far as I know, it as nothing to do with the
E-MAIL but I am unsure about it. Actually, I changed RT's instance name. So
now the tickets would be created with a diffrent name. But would that affect
the ticket creation.....

Regards,
Yogesh


On Thu, May 22, 2008 at 6:12 PM, Graeme Fowler <G.E.Fowler at lboro.ac.uk>
wrote:

> On Thu, 2008-05-22 at 17:33 +0545, IT GUY wrote:
> > This is the error I get:
> >
> > May 22 17:21:06 diffgeek RT: RT thinks this message may be a bounce
> > (/usr/lib/perl5/vendor_perl/5.8.8/RT/Interface/Email.pm:243)#012
> > May 22 17:21:08 diffgeek RT: Could not record email: Message Bounced
> > (/usr/share/rt3/html/REST/1.0/NoAuth/mail-gateway:75)#012
>
> The key part there being "?RT thinks this message may be a bounce".
>
> This indicates the fact that RT detected the Return-Path: header being
> set to "<>", which is only normally used to send bounces.
>
> How are the emails being generated which are being sent to RT?
>
> Graeme
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
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From rgonzalez at gnt.cc  Thu May 22 09:42:18 2008
From: rgonzalez at gnt.cc (rgonzalez at gnt.cc)
Date: Thu, 22 May 2008 08:42:18 -0500 (CDT)
Subject: [rt-users] RT running slowly...
In-Reply-To: <20142451.79581211434221269.JavaMail.root@mail.onegrp.com>
References: <20142451.79581211434221269.JavaMail.root@mail.onegrp.com>
Message-ID: <alpine.DEB.0.99.0805220840040.10271@desarrollo0.g-networks.net>

On Thu, 22 May 2008, David Hobley wrote:
> Our RT has been running slowly for a while; having turned on mysql slow 
> query logging, it appears to only be a single query which is causing 
> grief. Anyone any suggestions as to what can be done to fix this?
>
> # Time: 080522 15:32:21 # User at Host: rt[rt] @ localhost [] # Query_time: 
> 40 Lock_time: 0 Rows_sent: 0 Rows_examined: 6888927 SELECT DISTINCT 
> main.* FROM Users main CROSS JOIN ACL ACL_4 JOIN Principals Principals_1 
> ON ( Principals_1.id = main.id ) JOIN CachedGroupMembers 
> CachedGroupMembers_2 ON ( CachedGroupMembers_2.MemberId = 
> Principals_1.id ) JOIN Groups Groups_3 ON ( Groups_3.id = 
> CachedGroupMembers_2.GroupId ) WHERE (Principals_1.Disabled = '0') AND 
> (ACL_4.PrincipalType = Groups_3.Type) AND (Principals_1.id != '1') AND 
> (Principals_1.PrincipalType = 'User') AND (ACL_4.RightName = 
> 'OwnTicket') AND ((ACL_4.ObjectType = 'RT::Queue') OR (ACL_4.ObjectType 
> = 'RT::System')) AND ((Groups_3.Domain = 'RT::Queue-Role') OR 
> (Groups_3.Domain = 'RT::System-Role')) ORDER BY main.Name ASC;


Using DISTINCT with MySQL is bad thing. It could even freeze the engine. 
You could use FORCE INDEX or USE INDEX to force MySQL to use some index of 
that table, that usually solves the problem.

Hope this helps.


From weser at osp-dd.de  Thu May 22 12:39:12 2008
From: weser at osp-dd.de (Benjamin Weser)
Date: Thu, 22 May 2008 18:39:12 +0200
Subject: [rt-users] show a new ticket tab for a special user group only
Message-ID: <4835A1B0.6030907@osp-dd.de>

Hi list,

I'm stuck. I tried for hours now to extend the tabs of a ticket. This 
worked so far with copying /opt/rt3/share/html/Ticket/Modify.html to 
local, rename it to RMB.html (my new site including some CFs wich should 
be visible for the special user group "Members RMB" and project managers 
only). This worked fine.

But now I wanted only members of group "Members RMB" to see this new tab 
at the tickets. So I added some lines to 
/opt/rt3/local/html/Ticket/Elements/Tabs which look like that:

my $ticket_page_tabs = {
    _Aa =>{ title => loc('Display'),
            path  => "Ticket/Display.html?id=" . $id, },
    _Ab =>{ title => loc('History'),
            path  => "Ticket/History.html?id=" . $id, },
    _B => { title => loc('Basics'),
            path  => "Ticket/Modify.html?id=" . $id, },
    _C => { title => loc('Dates'),
            path  => "Ticket/ModifyDates.html?id=" . $id, },
    _D => { title => loc('People'),
            path  => "Ticket/ModifyPeople.html?id=" . $id, },
    _E => { title => loc('Links'),
            path  => "Ticket/ModifyLinks.html?id=" . $id, },
    _F => { title => loc('Reminders'),
            path  => "Ticket/Reminders.html?id=" . $id,
            separator => 1, },
    _X => { title => loc('Jumbo'),
            path  => "Ticket/ModifyAll.html?id=" . $id, },
};


$RT::Logger->info("User: ", $session{'CurrentUser'}->Name);
my $groups = $session{'CurrentUser'}->UserObj->OwnGroups;
$RT::Logger->info("Count: ", $groups->Count);
while (my $group = $groups->Next){
    $RT::Logger->info("test: ", $group->Name);
    if ( $group->Name =~ /Members RMB/ ){
        $RT::Logger->info("found: ", $group->Name);
        $ticket_page_tabs->{_Ca} = { title => loc('RMB'),
                                    path  => "Ticket/RMB.html?id=" . $id,
                                  };
    }
}


As you can see I used a lot of logging already but I couldn't find the 
answer to my problem which is the following: The tab "RMB" will only be 
shown if the user is member of the group "Members Admin" which have the 
right superuser (of course). How can this happen?

Here are some short snippets from my logfile (please compare with the 
code above):
This was a working version with user weser as member of group "Members 
Admin":
[Thu May 22 16:04:34 2008] [info]: Successful login for weser from 
xxx.xxx.xxx.xxx (/opt/rt3/local/html/autohandler:258)
[Thu May 22 16:04:37 2008] [info]: User:  weser 
(/opt/rt3/local/html/Ticket/Elements/Tabs:133)
[Thu May 22 16:04:37 2008] [info]: Count:  4 
(/opt/rt3/local/html/Ticket/Elements/Tabs:135)
[Thu May 22 16:04:37 2008] [info]: test:  AllUsers 
(/opt/rt3/local/html/Ticket/Elements/Tabs:137)
[Thu May 22 16:04:37 2008] [info]: test:  Members Developer 
(/opt/rt3/local/html/Ticket/Elements/Tabs:137)
[Thu May 22 16:04:38 2008] [info]: test:  Members Admin 
(/opt/rt3/local/html/Ticket/Elements/Tabs:137)
[Thu May 22 16:04:38 2008] [info]: test:  Members RMB 
(/opt/rt3/local/html/Ticket/Elements/Tabs:137)
[Thu May 22 16:04:38 2008] [info]: found:  Members RMB 
(/opt/rt3/local/html/Ticket/Elements/Tabs:139)

This happens if I delete user weser from group "Members Admin":
[Thu May 22 16:06:53 2008] [info]: Successful login for weser from 
xxx.xxx.xxx.xxx (/opt/rt3/local/html/autohandler:258)
[Thu May 22 16:06:56 2008] [info]: User:  weser 
(/opt/rt3/local/html/Ticket/Elements/Tabs:133)
[Thu May 22 16:06:56 2008] [info]: Count:  3 
(/opt/rt3/local/html/Ticket/Elements/Tabs:135)

It will not go into the while-loop. Can anybody please explain me why? 
Or does anyone has at least some suggestions where else I could have a 
look? Or a work around? Anything?

Thanks a lot in advance.
Ben



From shicks at mcfina.com  Thu May 22 12:53:15 2008
From: shicks at mcfina.com (Sam A. Hicks)
Date: Thu, 22 May 2008 12:53:15 -0400
Subject: [rt-users] show a new ticket tab for a special user group only
In-Reply-To: <4835A1B0.6030907@osp-dd.de>
References: <4835A1B0.6030907@osp-dd.de>
Message-ID: <6C3E07600F804761888D487C941F1150@corporate.mcfina.com>

I've recently discovered that for Attachments, the 'Next' method will
retrieve the SECOND attachment the first time it's called, as in the
following:

$self->TransactionObj->Attachments->Next

Maybe the same for your groups?

I was going to ask the list...

1) ...if there's a better way to cycle through them (without skipping the
first one) than my current way, which is to get the ->First at the beginning
of the loop and re-instantiate to ->Next at the end.

2) ...where I can find documentation on ->First, ->Next, TransactionObj,
TicketObj, etc. etc. and all methods for all objects. (I have been basing
all my scrips on examples 'scrounged' from the list and from bestpractical).

---------------------------------
 
The information contained in this email is strictly confidential and subject
to the Confidentiality Notice at www.mcfina.com/emailpolicy


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Benjamin
Weser
Sent: Thursday, May 22, 2008 12:39 PM
To: rt-users
Subject: [rt-users] show a new ticket tab for a special user group only

Hi list,

I'm stuck. I tried for hours now to extend the tabs of a ticket. This 
worked so far with copying /opt/rt3/share/html/Ticket/Modify.html to 
local, rename it to RMB.html (my new site including some CFs wich should 
be visible for the special user group "Members RMB" and project managers 
only). This worked fine.

But now I wanted only members of group "Members RMB" to see this new tab 
at the tickets. So I added some lines to 
/opt/rt3/local/html/Ticket/Elements/Tabs which look like that:

my $ticket_page_tabs = {
    _Aa =>{ title => loc('Display'),
            path  => "Ticket/Display.html?id=" . $id, },
    _Ab =>{ title => loc('History'),
            path  => "Ticket/History.html?id=" . $id, },
    _B => { title => loc('Basics'),
            path  => "Ticket/Modify.html?id=" . $id, },
    _C => { title => loc('Dates'),
            path  => "Ticket/ModifyDates.html?id=" . $id, },
    _D => { title => loc('People'),
            path  => "Ticket/ModifyPeople.html?id=" . $id, },
    _E => { title => loc('Links'),
            path  => "Ticket/ModifyLinks.html?id=" . $id, },
    _F => { title => loc('Reminders'),
            path  => "Ticket/Reminders.html?id=" . $id,
            separator => 1, },
    _X => { title => loc('Jumbo'),
            path  => "Ticket/ModifyAll.html?id=" . $id, },
};


$RT::Logger->info("User: ", $session{'CurrentUser'}->Name);
my $groups = $session{'CurrentUser'}->UserObj->OwnGroups;
$RT::Logger->info("Count: ", $groups->Count);
while (my $group = $groups->Next){
    $RT::Logger->info("test: ", $group->Name);
    if ( $group->Name =~ /Members RMB/ ){
        $RT::Logger->info("found: ", $group->Name);
        $ticket_page_tabs->{_Ca} = { title => loc('RMB'),
                                    path  => "Ticket/RMB.html?id=" . $id,
                                  };
    }
}


As you can see I used a lot of logging already but I couldn't find the 
answer to my problem which is the following: The tab "RMB" will only be 
shown if the user is member of the group "Members Admin" which have the 
right superuser (of course). How can this happen?

Here are some short snippets from my logfile (please compare with the 
code above):
This was a working version with user weser as member of group "Members 
Admin":
[Thu May 22 16:04:34 2008] [info]: Successful login for weser from 
xxx.xxx.xxx.xxx (/opt/rt3/local/html/autohandler:258)
[Thu May 22 16:04:37 2008] [info]: User:  weser 
(/opt/rt3/local/html/Ticket/Elements/Tabs:133)
[Thu May 22 16:04:37 2008] [info]: Count:  4 
(/opt/rt3/local/html/Ticket/Elements/Tabs:135)
[Thu May 22 16:04:37 2008] [info]: test:  AllUsers 
(/opt/rt3/local/html/Ticket/Elements/Tabs:137)
[Thu May 22 16:04:37 2008] [info]: test:  Members Developer 
(/opt/rt3/local/html/Ticket/Elements/Tabs:137)
[Thu May 22 16:04:38 2008] [info]: test:  Members Admin 
(/opt/rt3/local/html/Ticket/Elements/Tabs:137)
[Thu May 22 16:04:38 2008] [info]: test:  Members RMB 
(/opt/rt3/local/html/Ticket/Elements/Tabs:137)
[Thu May 22 16:04:38 2008] [info]: found:  Members RMB 
(/opt/rt3/local/html/Ticket/Elements/Tabs:139)

This happens if I delete user weser from group "Members Admin":
[Thu May 22 16:06:53 2008] [info]: Successful login for weser from 
xxx.xxx.xxx.xxx (/opt/rt3/local/html/autohandler:258)
[Thu May 22 16:06:56 2008] [info]: User:  weser 
(/opt/rt3/local/html/Ticket/Elements/Tabs:133)
[Thu May 22 16:06:56 2008] [info]: Count:  3 
(/opt/rt3/local/html/Ticket/Elements/Tabs:135)

It will not go into the while-loop. Can anybody please explain me why? 
Or does anyone has at least some suggestions where else I could have a 
look? Or a work around? Anything?

Thanks a lot in advance.
Ben

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Commercial support: sales at bestpractical.com


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Buy a copy at http://rtbook.bestpractical.com



From asallade at PTSOWA.ORG  Thu May 22 13:48:54 2008
From: asallade at PTSOWA.ORG (Aaron Sallade)
Date: Thu, 22 May 2008 10:48:54 -0700
Subject: [rt-users] Prevent users from Assigning Owner during ticket create?
Message-ID: <33DEE66ED2E72346ABC638427A77014050CB7C@PTSOEXCHANGE.PTSOWA.ORG>

We have a workflow where our customers log in to RT and can create a new
ticket in the Helpdesk Queue. Unfortunately they are currently able to
assign an Owner during the Create process.

 

I have not been able to find a permission that limits or allows
assigning an owner, it seems to be granted along with the Create Ticket
right.

 

I have tried to write a scrip that will set the owner to Nobody, but I
get an error in the log stating that I can only assign tickets that have
no owner or are assigned to me.

 

Ideas?

 

Aaron Sallade'
Application Manager
PTSO of Washington
"Shared Technology for Community Health"
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
asallade at ptsowa.org

 

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From KFCrocker at lbl.gov  Thu May 22 14:46:09 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 22 May 2008 11:46:09 -0700
Subject: [rt-users] Prevent users from Assigning Owner during ticket
	create?
In-Reply-To: <33DEE66ED2E72346ABC638427A77014050CB7C@PTSOEXCHANGE.PTSOWA.ORG>
References: <33DEE66ED2E72346ABC638427A77014050CB7C@PTSOEXCHANGE.PTSOWA.ORG>
Message-ID: <4835BF71.8010402@lbl.gov>

Aaron,


	I reset the owner to "Nobody" when a ticket is moved to a new queue. 
Perhaps a little change to that will work for you. Here it is:

Condition: On Create
Action:    User-defined
Template:  Blank
Stage:     TransactionBatch

#----------------------------------------------------------------------------
# Custom condition: none
#----------------------------------------------------------------------------


#----------------------------------------------------------------------------
# Custom action preparation code:
#----------------------------------------------------------------------------

return 1;

#----------------------------------------------------------------------------
# Custom action cleanup code:
#----------------------------------------------------------------------------
# set new Ticket Owner value

my $ticket = $self->TicketObj;

$ticket->SetOwner(10, 'Force');

return 1;


	I hope this helps.


Kenn
LBNL

On 5/22/2008 10:48 AM, Aaron Sallade wrote:
> We have a workflow where our customers log in to RT and can create a new 
> ticket in the Helpdesk Queue. Unfortunately they are currently able to 
> assign an Owner during the Create process.
> 
>  
> 
> I have not been able to find a permission that limits or allows 
> assigning an owner, it seems to be granted along with the Create Ticket 
> right.
> 
>  
> 
> I have tried to write a scrip that will set the owner to Nobody, but I 
> get an error in the log stating that I can only assign tickets that have 
> no owner or are assigned to me.
> 
>  
> 
> Ideas?
> 
>  
> 
> Aaron Sallade'
> Application Manager
> PTSO of Washington
> //"Shared Technology for Community Health"///
> /(206) 613-8938 Desk
> (206) 521-8833 Main
> (206) 613-5078 Fax
> asallade at ptsowa.org <mailto:asallade at ptsowa.org>
> 
>  
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From pape-rt at inf.fu-berlin.de  Thu May 22 16:21:10 2008
From: pape-rt at inf.fu-berlin.de (Dirk Pape)
Date: Thu, 22 May 2008 22:21:10 +0200
Subject: [rt-users] show a new ticket tab for a special user group only
In-Reply-To: <4835A1B0.6030907@osp-dd.de>
References: <4835A1B0.6030907@osp-dd.de>
Message-ID: <658D7B4939CCFECA8AA5E4BC@erehome>

Hello Ben,

--Am 22. Mai 2008 18:39:12 +0200 schrieb Benjamin Weser <weser at osp-dd.de>:

> $RT::Logger->info("User: ", $session{'CurrentUser'}->Name);
> my $groups = $session{'CurrentUser'}->UserObj->OwnGroups;
> $RT::Logger->info("Count: ", $groups->Count);
> while (my $group = $groups->Next){
>     $RT::Logger->info("test: ", $group->Name);
>     if ( $group->Name =~ /Members RMB/ ){
>         $RT::Logger->info("found: ", $group->Name);
>         $ticket_page_tabs->{_Ca} = { title => loc('RMB'),
>                                     path  => "Ticket/RMB.html?id=" . $id,
>                                   };
>     }
> }

I don't know why your code does not work, but I would do it other way 
round: load the group and look if currentuser is a member.

Without guarantee:

my $group = new RT::Group($session{'CurrentUser'});
$group->LoadUserDefinedGroup('Members RMB');
if ($group->HasMemberRecursively($session{'CurrentUser'})) {
        $ticket_page_tabs->{_Ca} = { title => loc('RMB'),
                                    path  => "Ticket/RMB.html?id=" . $id,
                                   };
}

Dirk.
-- 
Dr. Dirk Pape (eAS - Projektleitung Campus Management)
Freie Universitaet Berlin
Grunewaldstr. 34a, 12165 Berlin
Tel. +49 (30) 838 75143, Fax. +49 (30) 838 54654



From weser at osp-dd.de  Fri May 23 03:13:34 2008
From: weser at osp-dd.de (Benjamin Weser)
Date: Fri, 23 May 2008 09:13:34 +0200
Subject: [rt-users] Prevent users from Assigning Owner during
	ticket	create?
In-Reply-To: <4835BF71.8010402@lbl.gov>
References: <33DEE66ED2E72346ABC638427A77014050CB7C@PTSOEXCHANGE.PTSOWA.ORG>
	<4835BF71.8010402@lbl.gov>
Message-ID: <48366E9E.5020206@osp-dd.de>

Hi Aaron,

you can either force the Owner back to Nobody like Kenn did (this is 
possible using OnCreate too) or even better, copy the 
/opt/rt3/share/html/Ticket/Create.html to your local directory and 
comment out the lines with the owner (I did this for us here and in some 
other files to get rid of all the built-in fields we do not use), so 
people won't even see there's a possibility to set an owner themselves:

<!--<td class="label">
<&|/l&>Owner</&>:
</td>
<td class="value">
<& /Elements/SelectOwner, Name => "Owner", QueueObj => $QueueObj, 
Default => $ARGS{Owner}||$RT::Nobody->Id, DefaultValue => 0 &>
</td>-->

Ben


Kenneth Crocker schrieb:
> Aaron,
>
>
> 	I reset the owner to "Nobody" when a ticket is moved to a new queue. 
> Perhaps a little change to that will work for you. Here it is:
>
> Condition: On Create
> Action:    User-defined
> Template:  Blank
> Stage:     TransactionBatch
>
> #----------------------------------------------------------------------------
> # Custom condition: none
> #----------------------------------------------------------------------------
>
>
> #----------------------------------------------------------------------------
> # Custom action preparation code:
> #----------------------------------------------------------------------------
>
> return 1;
>
> #----------------------------------------------------------------------------
> # Custom action cleanup code:
> #----------------------------------------------------------------------------
> # set new Ticket Owner value
>
> my $ticket = $self->TicketObj;
>
> $ticket->SetOwner(10, 'Force');
>
> return 1;
>
>
> 	I hope this helps.
>
>
> Kenn
> LBNL
>
> On 5/22/2008 10:48 AM, Aaron Sallade wrote:
>   
>> We have a workflow where our customers log in to RT and can create a new 
>> ticket in the Helpdesk Queue. Unfortunately they are currently able to 
>> assign an Owner during the Create process.
>>
>>  
>>
>> I have not been able to find a permission that limits or allows 
>> assigning an owner, it seems to be granted along with the Create Ticket 
>> right.
>>
>>  
>>
>> I have tried to write a scrip that will set the owner to Nobody, but I 
>> get an error in the log stating that I can only assign tickets that have 
>> no owner or are assigned to me.
>>
>>  
>>
>> Ideas?
>>
>>  
>>
>> Aaron Sallade'
>> Application Manager
>> PTSO of Washington
>> //"Shared Technology for Community Health"///
>> /(206) 613-8938 Desk
>> (206) 521-8833 Main
>> (206) 613-5078 Fax
>> asallade at ptsowa.org <mailto:asallade at ptsowa.org>
>>
>>  
>>
>>
>> ------------------------------------------------------------------------
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
>>     
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>   



From weser at osp-dd.de  Fri May 23 03:50:09 2008
From: weser at osp-dd.de (Benjamin Weser)
Date: Fri, 23 May 2008 09:50:09 +0200
Subject: [rt-users] show a new ticket tab for a special user group only
In-Reply-To: <658D7B4939CCFECA8AA5E4BC@erehome>
References: <4835A1B0.6030907@osp-dd.de> <658D7B4939CCFECA8AA5E4BC@erehome>
Message-ID: <48367731.3080604@osp-dd.de>

Hi Dirk,

thank you, your code works. Almost. ;)
I had to mix it up a little bit with what I've found at the wiki 
(http://wiki.bestpractical.com/view/TestGroupMembership) since 
HasMemberRecursively() expects a Principal as parameter.

For everybody with similar problems: here you can see my working code now:

my $group = new RT::Group($session{'CurrentUser'});
$group->LoadUserDefinedGroup('Members RMB');

my $principal = new RT::Principal($session{'CurrentUser'});
$principal->Load($session{'CurrentUser'}->Id);

if ($group->HasMemberRecursively($principal)) {
$RT::Logger->info("found: ", $group->Name);
        $ticket_page_tabs->{_Ca} = { title => loc('RMB'),
                                     path  => "Ticket/RMB.html?id=" . $id,
                                   };
}


Ben



Dirk Pape schrieb:
> Hello Ben,
>
> --Am 22. Mai 2008 18:39:12 +0200 schrieb Benjamin Weser <weser at osp-dd.de>:
>
>   
>> $RT::Logger->info("User: ", $session{'CurrentUser'}->Name);
>> my $groups = $session{'CurrentUser'}->UserObj->OwnGroups;
>> $RT::Logger->info("Count: ", $groups->Count);
>> while (my $group = $groups->Next){
>>     $RT::Logger->info("test: ", $group->Name);
>>     if ( $group->Name =~ /Members RMB/ ){
>>         $RT::Logger->info("found: ", $group->Name);
>>         $ticket_page_tabs->{_Ca} = { title => loc('RMB'),
>>                                     path  => "Ticket/RMB.html?id=" . $id,
>>                                   };
>>     }
>> }
>>     
>
> I don't know why your code does not work, but I would do it other way 
> round: load the group and look if currentuser is a member.
>
> Without guarantee:
>
> my $group = new RT::Group($session{'CurrentUser'});
> $group->LoadUserDefinedGroup('Members RMB');
> if ($group->HasMemberRecursively($session{'CurrentUser'})) {
>         $ticket_page_tabs->{_Ca} = { title => loc('RMB'),
>                                     path  => "Ticket/RMB.html?id=" . $id,
>                                    };
> }
>
> Dirk.
>   



From kmckinnis at tivo.com  Fri May 23 14:21:04 2008
From: kmckinnis at tivo.com (Kimberly McKinnis)
Date: Fri, 23 May 2008 11:21:04 -0700
Subject: [rt-users] permanently squelching a user
Message-ID: <C06F86EA303D3A439626BCE2FD50E5A41895EF@corpexch12.Tivo.com>

So here's my setup: I have an 'alert' email for tickets, and a 'support'
email for tickets. Alert cc's our cell phones (via /etc/aliases) and
sets the ticket to a high priority (via a scrip based on to: email
headers) . Support goes to the same queue but simply notifies the
adminCCs via email. The problem is that since I'm using the script from
the wiki to add ccs as watchers, the alert email keeps getting added to
tickets as a cc, even though support owns them. This results in
everyone's cell phones getting sms'd every time there is a reply to an
alert ticket. Even after I remove alert from the ticket, users continue
to reply to the initial email where alert was cc'd. 

 

For some reason the part of the script that doesn't add the cc if a user
is an RT user isn't working for this email.

 

I attempted to shove the alert email into @blacklist in SendEmail.pm,
which seemed to work, but unrelated scrips are now failing. (Errors
below.) I'm open to suggestions if I'm going about this completely
wrong. 

 

I added the following code into SendEmail.pm:

 

    foreach my $address (qw/ alert at tivo.com/){

      $RT::Logger->debug("squelching alert");

       push @blacklist, $address;

       }

 

/var/log/rt/rt.log displays the following when replying to a ticket with
alert cc'd:

 

[Fri May 23 01:26:14 2008] [debug]: Found 5 scrips
(/usr/lib/rt/RT/Scrips_Overlay.pm:356)

[Fri May 23 01:26:14 2008] [error]: Scrip Prepare 3 died. - Can't locate
object method "new" via package "RT::Action::Autoreply" at
/usr/lib/rt/RT/ScripAction_Overlay.pm line 178.

 

Stack:

  [/usr/lib/rt/RT/ScripAction_Overlay.pm:178]

  [/usr/lib/rt/RT/Scrip_Overlay.pm:473]

  [/usr/lib/rt/RT/Scrips_Overlay.pm:236]

  [/usr/lib/rt/RT/Transaction_Overlay.pm:162]

  [/usr/lib/rt/RT/Record.pm:1438]

  [/usr/lib/rt/RT/Ticket_Overlay.pm:720]

  [/usr/local/rt/lib/RT/Interface/Email.pm:793]

  [/var/rt/html/REST/1.0/NoAuth/mail-gateway:58]

 (/usr/lib/rt/RT/Scrip_Overlay.pm:481)

[Fri May 23 01:26:14 2008] [error]: Scrip Prepare 4 died. - Can't locate
object method "new" via package "RT::Action::Notify" at
/usr/lib/rt/RT/ScripAction_Overlay.pm line 178.

 

Stack:

  [/usr/lib/rt/RT/ScripAction_Overlay.pm:178]

  [/usr/lib/rt/RT/Scrip_Overlay.pm:473]

  [/usr/lib/rt/RT/Scrips_Overlay.pm:236]

  [/usr/lib/rt/RT/Transaction_Overlay.pm:162]

  [/usr/lib/rt/RT/Record.pm:1438]

  [/usr/lib/rt/RT/Ticket_Overlay.pm:720]

  [/usr/local/rt/lib/RT/Interface/Email.pm:793]

  [/var/rt/html/REST/1.0/NoAuth/mail-gateway:58]

 (/usr/lib/rt/RT/Scrip_Overlay.pm:481)

[Fri May 23 01:26:14 2008] [debug]: About to commit scrips for
transaction #3535 (/usr/lib/rt/RT/Transaction_Overlay.pm:169)

 

 

 

~~

Kimberly McKinnis

System Operations Engineer

Service Provider Division, TiVo Inc

408-519-9607

 

 

 

 

 

 

 

 


 

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From joseph85750 at yahoo.com  Fri May 23 14:46:17 2008
From: joseph85750 at yahoo.com (Joseph Spenner)
Date: Fri, 23 May 2008 11:46:17 -0700 (PDT)
Subject: [rt-users] permanently squelching a user
In-Reply-To: <C06F86EA303D3A439626BCE2FD50E5A41895EF@corpexch12.Tivo.com>
Message-ID: <588327.6728.qm@web30305.mail.mud.yahoo.com>


--- On Fri, 5/23/08, Kimberly McKinnis <kmckinnis at tivo.com> wrote:

> So here's my setup: I have an 'alert' email for
> tickets, and a 'support'
> email for tickets. Alert cc's our cell phones (via
> /etc/aliases) and
> sets the ticket to a high priority (via a scrip based on
> to: email
> headers) . Support goes to the same queue but simply
> notifies the
> adminCCs via email. The problem is that since I'm using
> the script from
> the wiki to add ccs as watchers, the alert email keeps
> getting added to
> tickets as a cc, even though support owns them. This
> results in
> everyone's cell phones getting sms'd every time
> there is a reply to an
> alert ticket. Even after I remove alert from the ticket,
> users continue
> to reply to the initial email where alert was cc'd. 
> 
> 
> I attempted to shove the alert email into @blacklist in
> SendEmail.pm,
> which seemed to work, but unrelated scrips are now failing.
> (Errors
> below.) I'm open to suggestions if I'm going about
> this completely
> wrong.

I've written a multi purpose 'spam/text/sender/receiver filter' which sits between sendmail/postfix and RT.  Basicially, it works like this:

Instead of having an entry in /etc/aliases pointing to RT, the alias points to my script.  The script analyzes the whole email and looks for certain text strings.  If they exist (or don't exist, depending on the need), it opens a pipe to RT and passes the email along; if the conditions are met where it shouldn't go into RT, it's dropped.
If you'd like a copy of my perl script, let me know.



      


From Dominic.Lepiane at ptgrey.com  Fri May 23 16:32:09 2008
From: Dominic.Lepiane at ptgrey.com (Dominic Lepiane)
Date: Fri, 23 May 2008 13:32:09 -0700
Subject: [rt-users] RIP tickets
Message-ID: <CBBF65F82D50294190C8F76CA267464274BFA918@rosser.pointgrey.local>

Hi,

We've been using RT for many years now and an issue has recently come to my attention regarding old tickets being re-opened.  Specifically, when dealing with RMAs, we have both an RT ticket number and an separate tracking number for another system.  As it turns out, the RT ticket numbers are all 5 digits these days (going on 6) and the other number is 4 digits.  What happened was that by human error, the numbers can be mixed up whereby an arbitrary and very old RT ticket gets reopened when someone tries to update the RMA ticket.  Which is not a problem per se, support staff just close the ticket again, however, RT then emails out this customer from 5 years ago.

So we were wondering if we can somehow catch emails referring to very old closed tickets and do something else with them.  Either email them to someone in particular, open up a new ticket, drop them altogether or possibly find the correct ticket based on the custom field which contains the 4-digit ticket number from the other system.

Can we do this and what are we looking at doing to do this?

If nothing else, I would like to intercept all messages to tickets < 10000 and redirect those emails to a separate mailbox which I can probably do in procmail (if my fu is strong).

Thanks in advance

Dominic Lepiane
Network Administrator
Point Grey Research



From kmckinnis at tivo.com  Fri May 23 16:35:10 2008
From: kmckinnis at tivo.com (Kimberly McKinnis)
Date: Fri, 23 May 2008 13:35:10 -0700
Subject: [rt-users] permanently squelching a user
In-Reply-To: <588327.6728.qm@web30305.mail.mud.yahoo.com>
References: <C06F86EA303D3A439626BCE2FD50E5A41895EF@corpexch12.Tivo.com>
	<588327.6728.qm@web30305.mail.mud.yahoo.com>
Message-ID: <C06F86EA303D3A439626BCE2FD50E5A4189611@corpexch12.Tivo.com>

Yes please! I'll drop it onto my RT testbed and see how it incorporates
into the system. I originally thought there must be a simpler way to do
this, but procmail wasn't working out either. 

-----Original Message-----
From: Joseph Spenner [mailto:joseph85750 at yahoo.com] 
Sent: Friday, May 23, 2008 11:46 AM
To: rt-users at lists.bestpractical.com
Cc: Kimberly McKinnis
Subject: Re: [rt-users] permanently squelching a user


--- On Fri, 5/23/08, Kimberly McKinnis <kmckinnis at tivo.com> wrote:

> So here's my setup: I have an 'alert' email for
> tickets, and a 'support'
> email for tickets. Alert cc's our cell phones (via
> /etc/aliases) and
> sets the ticket to a high priority (via a scrip based on
> to: email
> headers) . Support goes to the same queue but simply
> notifies the
> adminCCs via email. The problem is that since I'm using
> the script from
> the wiki to add ccs as watchers, the alert email keeps
> getting added to
> tickets as a cc, even though support owns them. This
> results in
> everyone's cell phones getting sms'd every time
> there is a reply to an
> alert ticket. Even after I remove alert from the ticket,
> users continue
> to reply to the initial email where alert was cc'd. 
> 
> 
> I attempted to shove the alert email into @blacklist in
> SendEmail.pm,
> which seemed to work, but unrelated scrips are now failing.
> (Errors
> below.) I'm open to suggestions if I'm going about
> this completely
> wrong.

I've written a multi purpose 'spam/text/sender/receiver filter' which
sits between sendmail/postfix and RT.  Basicially, it works like this:

Instead of having an entry in /etc/aliases pointing to RT, the alias
points to my script.  The script analyzes the whole email and looks for
certain text strings.  If they exist (or don't exist, depending on the
need), it opens a pipe to RT and passes the email along; if the
conditions are met where it shouldn't go into RT, it's dropped.
If you'd like a copy of my perl script, let me know.



      



From joseph85750 at yahoo.com  Fri May 23 16:57:42 2008
From: joseph85750 at yahoo.com (Joseph Spenner)
Date: Fri, 23 May 2008 13:57:42 -0700 (PDT)
Subject: [rt-users] permanently squelching a user
In-Reply-To: <C06F86EA303D3A439626BCE2FD50E5A4189611@corpexch12.Tivo.com>
Message-ID: <820402.76679.qm@web30308.mail.mud.yahoo.com>


--- On Fri, 5/23/08, Kimberly McKinnis <kmckinnis at tivo.com> wrote:

> Yes please! I'll drop it onto my RT testbed and see how
> it incorporates
> into the system. I originally thought there must be a
> simpler way to do
> this, but procmail wasn't working out either. 
> 
> 
> 
> I've written a multi purpose
> 'spam/text/sender/receiver filter' which
> sits between sendmail/postfix and RT.  Basicially, it works
> like this:
> 
> Instead of having an entry in /etc/aliases pointing to RT,
> the alias
> points to my script.  The script analyzes the whole email
> and looks for
> certain text strings.  If they exist (or don't exist,
> depending on the
> need), it opens a pipe to RT and passes the email along; if
> the
> conditions are met where it shouldn't go into RT,
> it's dropped.

Here's my script:

-----

#!/usr/bin/perl

# put the contents of the message into an array
@originalMessage=<STDIN>;

@scanThis=@originalMessage;

# weed out the html tags
foreach $line (@scanThis) {
        $line =~ s/\<[^\>]*\>//g;
        }

# get message into a string so we can search it
$messageString1=join(" ", @scanThis);
$messageString2=join(" ", @originalMessage);

$messageString = "$messageString1 $messageString2";

# get all the bad content lines from datafile
open (BADLINES, "/home/gman/scripts/badlines.txt");
@badlines=<BADLINES>;
close BADLINES;

# if the message contains bad content, exit
foreach $line (@badlines) {
        chomp $line;
        if ($messageString =~ m/$line/i) {
                exit 0;
                }
}

# we found nothing bad, so pass it through to RT
open (PIPE, "|/opt/rt2/bin/rt-mailgate --queue customer_probs --action correspond");
print PIPE @originalMessage;
close PIPE;

----

I'm still using RT2, and the line:
"|/opt/rt2/bin/rt-mailgate --queue customer_probs --action correspond"

is directly from /etc/aliases.  I'm not sure how it is done in RT3, but I'm sure it's similar.

The file:
/home/gman/scripts/badlines.txt
Should contain text strings which have content to cause the message to never make it to RT.  Each line should contain its own text to block.

You may need to escape certain characters, such as "@" and "*".  Here's a section of my badlines.txt:

vi\@gr\@
F\*R\*E\*E
health insurance rates
chat with singles
100% risk free
EXERC1SE

Each line of the badlines.txt should contain text you want to block.



      


From aliase573201 at mac.com  Sat May 24 14:47:12 2008
From: aliase573201 at mac.com (Tom Smith)
Date: Sat, 24 May 2008 11:47:12 -0700
Subject: [rt-users] Ticket updates/creates via SSL redirect to
	https://rt.domain.tld:80/...
Message-ID: <8A1BDBDC-5398-4995-8A74-1C6C7729A105@mac.com>

Hi,

I have RT running on a sub-domain of https://rt.domain.tld. $WebPort  
is set to 443 and $WebBaseURL is set to https://rt.domain.tld.

When I create or update a ticket, the changes are posted to the  
ticket but then I'm redirected to this URL:

	https://rt.domain.tld:80/Ticket/Display.html?id=#

The problem is the ":80" in the URL--this breaks the link and doesn't  
display the ticket after applying the updates to it. If I delete the  
":80", the ticket displays fine.

The only log entry I see that indicates a problem is in Apache's  
access_log

	[23/May/2008:14:54:04 -0700] "\x16\x03\x01" 200 238 "-" "-"

This, or a similar entry, displays each time I have this problem.

If I disable SSL on the subdomain, everything works fine and this log  
entry doesn't display.

I've googled for issues relating to RT and Apache but haven't found  
anything that has led to a solution.

Can anyone offer me any input for resolving this problem?

~ Tom



From sunnavy at bestpractical.com  Sat May 24 23:40:25 2008
From: sunnavy at bestpractical.com (sunnavy)
Date: Sun, 25 May 2008 11:40:25 +0800
Subject: [rt-users] Ticket updates/creates via SSL redirect to
	https://rt.domain.tld:80/...
In-Reply-To: <8A1BDBDC-5398-4995-8A74-1C6C7729A105@mac.com>
References: <8A1BDBDC-5398-4995-8A74-1C6C7729A105@mac.com>
Message-ID: <F4BE0198-1F2E-4967-89E7-3BE748FEE280@bestpractical.com>

Hi Tom

I haven't dig apache for a while, the problem seems because of the  
wrong $ENV{'SERVER_PORT'}

If you can set "SERVER_PORT" correctly( which is 443 for your  
instance ) in apache,
then the problem will be gone, If not, here's a ad hoc fixing:
find the string "$ENV{'SERVER_PORT'}" in sub Redirect in lib/RT/ 
Interface/Web.pm, replace it by "$RT::WebPort"

wish this help :)

On May 25, 2008, at 2:47 AM, Tom Smith wrote:

> Hi,
>
> I have RT running on a sub-domain of https://rt.domain.tld. $WebPort
> is set to 443 and $WebBaseURL is set to https://rt.domain.tld.
>
> When I create or update a ticket, the changes are posted to the
> ticket but then I'm redirected to this URL:
>
> 	https://rt.domain.tld:80/Ticket/Display.html?id=#
>
> The problem is the ":80" in the URL--this breaks the link and doesn't
> display the ticket after applying the updates to it. If I delete the
> ":80", the ticket displays fine.
>
> The only log entry I see that indicates a problem is in Apache's
> access_log
>
> 	[23/May/2008:14:54:04 -0700] "\x16\x03\x01" 200 238 "-" "-"
>
> This, or a similar entry, displays each time I have this problem.
>
> If I disable SSL on the subdomain, everything works fine and this log
> entry doesn't display.
>
> I've googled for issues relating to RT and Apache but haven't found
> anything that has led to a solution.
>
> Can anyone offer me any input for resolving this problem?
>
> ~ Tom
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com


best wishes
sunnavy







From torsten.brumm at googlemail.com  Sun May 25 05:07:25 2008
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Sun, 25 May 2008 11:07:25 +0200
Subject: [rt-users] RIP tickets
In-Reply-To: <CBBF65F82D50294190C8F76CA267464274BFA918@rosser.pointgrey.local>
References: <CBBF65F82D50294190C8F76CA267464274BFA918@rosser.pointgrey.local>
Message-ID: <bdbd084b0805250207s2e79fc30o81fe06a59a45195b@mail.gmail.com>

Hi,

you are looking for RTx-Shredder i think.

Torsten

2008/5/23 Dominic Lepiane <Dominic.Lepiane at ptgrey.com>:

> Hi,
>
> We've been using RT for many years now and an issue has recently come to my
> attention regarding old tickets being re-opened.  Specifically, when dealing
> with RMAs, we have both an RT ticket number and an separate tracking number
> for another system.  As it turns out, the RT ticket numbers are all 5 digits
> these days (going on 6) and the other number is 4 digits.  What happened was
> that by human error, the numbers can be mixed up whereby an arbitrary and
> very old RT ticket gets reopened when someone tries to update the RMA
> ticket.  Which is not a problem per se, support staff just close the ticket
> again, however, RT then emails out this customer from 5 years ago.
>
> So we were wondering if we can somehow catch emails referring to very old
> closed tickets and do something else with them.  Either email them to
> someone in particular, open up a new ticket, drop them altogether or
> possibly find the correct ticket based on the custom field which contains
> the 4-digit ticket number from the other system.
>
> Can we do this and what are we looking at doing to do this?
>
> If nothing else, I would like to intercept all messages to tickets < 10000
> and redirect those emails to a separate mailbox which I can probably do in
> procmail (if my fu is strong).
>
> Thanks in advance
>
> Dominic Lepiane
> Network Administrator
> Point Grey Research
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
MFG

Torsten Brumm

http://www.torsten-brumm.de
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From gordon at cryologic.com  Sun May 25 20:13:58 2008
From: gordon at cryologic.com (gordon at cryologic.com)
Date: Mon, 26 May 2008 10:13:58 +1000
Subject: [rt-users] RIP tickets
In-Reply-To: <CBBF65F82D50294190C8F76CA267464274BFA918@rosser.pointgrey.local>
References: <CBBF65F82D50294190C8F76CA267464274BFA918@rosser.pointgrey.local>
Message-ID: <483A00C6.9010404@cryologic.com>

How about moving all tickets of a certain age to a separate (archive) 
queue which has reply to requestor scrips disabled.

Gordon


Dominic Lepiane wrote:
> Hi,
> 
> We've been using RT for many years now and an issue has recently come to my attention regarding old tickets being re-opened.  Specifically, when dealing with RMAs, we have both an RT ticket number and an separate tracking number for another system.  As it turns out, the RT ticket numbers are all 5 digits these days (going on 6) and the other number is 4 digits.  What happened was that by human error, the numbers can be mixed up whereby an arbitrary and very old RT ticket gets reopened when someone tries to update the RMA ticket.  Which is not a problem per se, support staff just close the ticket again, however, RT then emails out this customer from 5 years ago.
> 
> So we were wondering if we can somehow catch emails referring to very old closed tickets and do something else with them.  Either email them to someone in particular, open up a new ticket, drop them altogether or possibly find the correct ticket based on the custom field which contains the 4-digit ticket number from the other system.
> 
> Can we do this and what are we looking at doing to do this?
> 
> If nothing else, I would like to intercept all messages to tickets < 10000 and redirect those emails to a separate mailbox which I can probably do in procmail (if my fu is strong).
> 
> Thanks in advance
> 
> Dominic Lepiane
> Network Administrator
> Point Grey Research



From tom at netspot.com.au  Mon May 26 03:28:49 2008
From: tom at netspot.com.au (Tom Lanyon)
Date: Mon, 26 May 2008 16:58:49 +0930
Subject: [rt-users] Per-queue page customisations?
Message-ID: <03A36378-2089-46EF-9840-0C624299C7F1@netspot.com.au>

List,

Is there a way to customise Ticket/Create.html on a per-queue basis?

What we would like to achieve: creating a ticket in QueueA may have a  
different layout and/or different fields visible than when creating a  
ticket in QueueB.

Has anyone done this or can anyone think of a way to do this?

Thanks,
Tom


From Mikhail.Gorbunov at cetelem.ru  Mon May 26 09:49:31 2008
From: Mikhail.Gorbunov at cetelem.ru (Mikhail.Gorbunov at cetelem.ru)
Date: Mon, 26 May 2008 17:49:31 +0400
Subject: [rt-users] Can't authenticate with ExternalAuth
Message-ID: <57C63FB266B72140AF7970A6D2046A2B0EE9B1@cmowsmail01.cetelem.ru>

Hello,

We have RT-3.6.6 and RT::Authen::ExternalAuth. ExternalAuth is installed
and configured to the extent that it is able to bind to LDAP, request
and receive info on the user, trying to login. But each time we receive
"Your username or password is incorrect ".

Looking at the traces I can't see anything related to password checking
against LDAP. May be I'm missing something.

Thank you for your input.

Mikhail.

Here are RT_SiteConfig.pm and RT_SiteConfig_ExtAuth.pm, which is
included from RT_SiteConfig.pm

RT_SiteConfig.pm
=============

# Any configuration directives you include  here will override
# RT's default configuration file, RT_Config.pm
#
# To include a directive here, just copy the equivalent statement
# from RT_Config.pm and change the value. We've included a single
# sample value below.
#
# This file is actually a perl module, so you can include valid
# perl code, as well.
#
# The converse is also true, if this file isn't valid perl, you're
# going to run into trouble. To check your SiteConfig file, use
# this comamnd:
#
#   perl -c /path/to/your/etc/RT_SiteConfig.pm


Set( $rtname, 'CTLMRT' );

Set( $WebBaseURL , "http://company.com:$WebPort" );

Set($WebExternalAuth , 1);

Set($WebFallbackToInternalAuth , 1);

Set($WebExternalGecos , 0);

require "/opt/rt3/etc/RT_SiteConfig_ExtAuth.pm";

1;

RT_SiteConfig_ExtAuth.pm
====================

Set( $ExternalAuthPriority, ['LDAP'] );
Set( $ExternalInfoPriority, ['LDAP'] );
Set( $ExternalServiceUsesSSLorTLS, 0 );
Set( $ExternalSettings,

{ 'LDAP' =>

{

'type' => 'ldap',
'auth' => 1,
'info' => 1,
'server' => 'ldapsrv',
'user' => 'ldap_user',
'pass' => 'ldap_user_pass',
'base' => 'OU=users,DC=company,DC=com',

# The filter to use to match RT-Users
# The filter that will only match disabled users

'filter' => '',
'd_filter' => '',

# Should we try to use TLS to encrypt connections?
# What other args should I pass to Net::LDAP->new($host, at args)?

'tls' => 0,
'net_ldap_args' => [version => 3],

# Does authentication depend on group membership? What group name?
# What is the attribute for the group object that determines membership?

#'group' => 'GROUP_NAME',
#'group_attr' => 'GROUP_ATTR',

## RT ATTRIBUTE MATCHING SECTION
# The list of RT attributes that uniquely identify a user

'attr_match_list' =>

[
'Name'
#'EmailAddress',
#'RealName',
#'WorkPhone',
#'Address2'
],

# The mapping of RT attributes on to LDAP attributes

'attr_map'  =>

{

'Name' => 'sAMAccountName',
'EmailAddress' => 'mail',
'Organization' => 'physicalDeliveryOfficeName',
'RealName' => 'cn',
'ExternalAuthId' => 'sAMAccountName',
'Gecos' => 'sAMAccountName',
'WorkPhone' => 'telephoneNumber',
'Address1' => 'streetAddress',
'City' => 'l',
'State' => 'st',
'Zip' => 'postalCode',
'Country' => 'co'

}  # close 'attr_map'
}  # close 'LDAP'
}  # close $ExternalSettings
); # close Set $ExternalSettings

1;


From support at cyberpro.com.au  Mon May 26 10:23:55 2008
From: support at cyberpro.com.au (Les Stott)
Date: Tue, 27 May 2008 00:23:55 +1000
Subject: [rt-users] RT 3.6.5 transactions created in wrong timezone....
Message-ID: <483AC7FB.7010300@cyberpro.com.au>

I run a script (rt3-batch-stats) monthly which records TimeWorked per 
ticket per user so i know much time each user spent on jobs.

Since we upgraded to 3.6.5 the times records on each transaction are 10 
hours behind. This is annoying because it muddies up the figures as to 
when transactions were done.
my server has timezome set correctly and syncs to an ntp server.

Even though i set /opt/rt3/etc/RT_SiteConfig.pm up with a correct 
timezone...

Set($Timezone , 'Australia/Sydney');

it still shows wrong. I have read some posts on the list, some say its 
InnoDB thats doing the GMT time and not looking at the variable in 
RT_SiteConfig.pm. However nobody has a real solution.

This is from the list....

"As of 3.6.5 you have to edit lib/RT.pm to modify the function
"InitLogging" which uses gmtime(time)."

....can anyone shed some light on exactly what needs to be changed? i'm no perl expert.


TIA

Regards,

Les





From jesse at bestpractical.com  Mon May 26 10:47:03 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 26 May 2008 10:47:03 -0400
Subject: [rt-users] RT 3.6.5 transactions created in wrong timezone....
In-Reply-To: <483AC7FB.7010300@cyberpro.com.au>
References: <483AC7FB.7010300@cyberpro.com.au>
Message-ID: <20080526144700.GQ12194@bestpractical.com>




> 
> Since we upgraded to 3.6.5 the times records on each transaction are 10 
> hours behind. This is annoying because it muddies up the figures as to 
> when transactions were done.
> my server has timezome set correctly and syncs to an ntp server.


In the UI or in the database? RT stores all timestamps in GMT in the
database.

> 
> Even though i set /opt/rt3/etc/RT_SiteConfig.pm up with a correct 
> timezone...
> 
> Set($Timezone , 'Australia/Sydney');
> 
> it still shows wrong. I have read some posts on the list, some say its 
> InnoDB thats doing the GMT time and not looking at the variable in 
> RT_SiteConfig.pm. However nobody has a real solution.
> 
> This is from the list....
> 
> "As of 3.6.5 you have to edit lib/RT.pm to modify the function
> "InitLogging" which uses gmtime(time)."
> 
> ....can anyone shed some light on exactly what needs to be changed? i'm no perl expert.
> 
> 
> TIA
> 
> Regards,
> 
> Les
> 
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 

-- 


From support at cyberpro.com.au  Mon May 26 10:55:22 2008
From: support at cyberpro.com.au (Les Stott)
Date: Tue, 27 May 2008 00:55:22 +1000
Subject: [rt-users] RT 3.6.5 transactions created in wrong timezone....
In-Reply-To: <20080526144700.GQ12194@bestpractical.com>
References: <483AC7FB.7010300@cyberpro.com.au>
Message-ID: <483ACF5A.1010006@cyberpro.com.au>



Jesse Vincent wrote:
> In the UI or in the database? RT stores all timestamps in GMT in the
> database.
>   
>
In the UI it looks fine. Its in the DB that it is out of whack.

Checking database tables via phpmyadmin shows Transactions.Created to be 
in wrong timezone whereas the UI shows them fine.

The script i am using is below for reference......

##################################################################################################
#!/usr/bin/perl
#
#
# rt3-timecheck
#


select(STDOUT); $|=1;

use DBI;

my $dayinterval;

if (!defined($ARGV[0])) {
 print "Usage: rt3-timecheck  [username] [<days>|<date from>] [<date 
to>]\n";
 print "       <days> is the number of days ago to report from.\n";
 print "       <date from> and <date to> are in the format yyyy-mm-dd\n";
 print "       <username> is an individual user to run a report for 
aswell as a grand total.\n";
 exit 1;
}


if (defined($ARGV[1])) {
        if ($ARGV[1] =~ /\-/) {
                $dayfrom = "\"$ARGV[1]\"";
                $dayrange = "from $dayfrom to ";
                if (defined($ARGV[2])) {
                        $dayto = "\"$ARGV[2]\"";
                        $dayrange .= $dayto;
                } else {
                        $dayto = "CURDATE()";
                        $dayrange .= "today";
                }
        } else {
                $dayinterval = $ARGV[1];
                $dayrange = "in the last $dayinterval days";
                $dayfrom = "DATE_SUB(CURDATE(), INTERVAL $dayinterval DAY)";
                $dayto = "CURDATE()";
        }
} else {
        $dayinterval = 7;
        $dayrange = "in the last $dayinterval days";
        $dayfrom = "DATE_SUB(CURDATE(), INTERVAL 7 DAY)";
        $dayto = "CURDATE()";
}


my $database = "rt3";
my $hostname = "localhost";
my $port = '';
my $user = "rt_user";
my $password = "rt_pass";

my $dsn = "DBI:mysql:database=$database;host=$hostname;port=$port";
my $dbh = DBI->connect($dsn,
                        $user,
                        $password,
                        {'RaiseError' => 1});

my $timetotal;

$myuser = $ARGV[0];

format STDOUT_TOP =

Time Recorded on Ticket Transactions @<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<< 
for @<<<<<<<
$dayrange,$myuser

 Id    Time Taken Created             Creator Queue      Subject
 ===== ========== =================== ======= ========== 
=================================================
.

format STDOUT =
 @<<<< @<<<<<<<<< @<<<<<<<<<<<<<<<<<< @<<<<<< @<<<<<<<<< 
^<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<
 $ary[0],$ary[1],$ary[2],            $ary[3],$ary[4]   $ary[5]
~~                                              
^<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<
                                                $ary[5]
.

$query = "select Transactions.ObjectId, Transactions.TimeTaken, 
Transactions.Created, Users.Name, Queues.Name, Tickets.Subject from 
Transactions, Tickets, Queues, Users where Transactions.TimeTaken!='0' 
and Transactions.ObjectId=Tickets.Id and Transactions.Creator=Users.Id 
and Users.Name='$myuser' and Transactions.Created>=$dayfrom and 
Transactions.Created<=$dayto group by Transactions.Created;";
$sth = $dbh->prepare($query) or die "Can't prepare queue query";
$rc = $sth->execute
  or die "Can't execute statement: $DBI::errstr";

while (@ary = $sth->fetchrow_array) {
        $timetotal += $ary[1];
        write;
}

$ary[0] = "Total";
$ary[1] = $timetotal;
print " ===== ==========\n";
write;

$dbh->disconnect;

exit 0;

##################################################################################################


TIA

Regards,

Les


From elacour at easter-eggs.com  Mon May 26 11:02:37 2008
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Mon, 26 May 2008 17:02:37 +0200
Subject: [rt-users] RT 3.6.5 transactions created in wrong timezone....
In-Reply-To: <483ACF5A.1010006@cyberpro.com.au>
References: <20080526144700.GQ12194@bestpractical.com>
	<483ACF5A.1010006@cyberpro.com.au>
Message-ID: <20080526150236.GC3676@easter-eggs.com>

On Tue, May 27, 2008 at 12:55:22AM +1000, Les Stott wrote:
> 
> 
> Jesse Vincent wrote:
> > In the UI or in the database? RT stores all timestamps in GMT in the
> > database.
> >   
> >
> In the UI it looks fine. Its in the DB that it is out of whack.
> 
> Checking database tables via phpmyadmin shows Transactions.Created to be 
> in wrong timezone whereas the UI shows them fine.
> 
> The script i am using is below for reference......
> 

Like Jesse said, times are stored as GMT in the DB, so if you access the
DB directly without using the RT API, you have to convert times to your
timezone manually in your script.



From support at cyberpro.com.au  Mon May 26 11:21:26 2008
From: support at cyberpro.com.au (Les Stott)
Date: Tue, 27 May 2008 01:21:26 +1000
Subject: [rt-users] RT 3.6.5 transactions created in wrong timezone....
In-Reply-To: <20080526150236.GC3676@easter-eggs.com>
References: <20080526144700.GQ12194@bestpractical.com>
Message-ID: <483AD576.3080307@cyberpro.com.au>

>
>
> Like Jesse said, times are stored as GMT in the DB, so if you access the
> DB directly without using the RT API, you have to convert times to your
> timezone manually in your script.
>
>   

Fair enough, but i know nothing about perl.

This script came from the request tracker wiki - 
http://wiki.bestpractical.com/view/RT3BatchStats

So can anyone help with reworking the script to convert times from GMT 
to local timezone?

TIA

Regards,

Les
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From stefan.lejeune at gmail.com  Mon May 26 11:31:20 2008
From: stefan.lejeune at gmail.com (Stefan Le Jeune)
Date: Mon, 26 May 2008 17:31:20 +0200
Subject: [rt-users] Will not be sent email
Message-ID: <7fd8e62a0805260831i6a05a113u45711d0759e3bea6@mail.gmail.com>

Hi,

Occasionally, next to the requestor email I get "(Will not be sent
email) ".  Looks like this in the "people" section:
Owner:  	Nobody
Requestors: 	requestor at somedomain (Will not be sent email)

The user will reply to the requestor and not see that the email will not go.
I see that at the bottom of the email reply, you can tick the email to
force it to send an email. Of course the user sometimes does not.

I'm just wondering what is setting that so that the requestore does
not get an email.  I can't work out a pattern.  These tickets are
created using rt-mailgate.
Is there something I can check on the setup?

I'm new and using RT 3.6.5.

Regards,
Stefan


From jesse at bestpractical.com  Mon May 26 11:39:04 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 26 May 2008 11:39:04 -0400
Subject: [rt-users] Will not be sent email
In-Reply-To: <7fd8e62a0805260831i6a05a113u45711d0759e3bea6@mail.gmail.com>
References: <7fd8e62a0805260831i6a05a113u45711d0759e3bea6@mail.gmail.com>
Message-ID: <20080526153904.GR12194@bestpractical.com>




On Mon, May 26, 2008 at 05:31:20PM +0200, Stefan Le Jeune wrote:
> Hi,
> 
> Occasionally, next to the requestor email I get "(Will not be sent
> email) ".  Looks like this in the "people" section:
> Owner:  	Nobody
> Requestors: 	requestor at somedomain (Will not be sent email)
> 
> The user will reply to the requestor and not see that the email will not go.
> I see that at the bottom of the email reply, you can tick the email to
> force it to send an email. Of course the user sometimes does not.
> 
> I'm just wondering what is setting that so that the requestore does
> not get an email.  I can't work out a pattern.  These tickets are
> created using rt-mailgate.
> Is there something I can check on the setup?

Click reply. look at the bottom of the page.

> 
> I'm new and using RT 3.6.5.
> 
> Regards,
> Stefan
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 

-- 


From mike.peachey at jennic.com  Mon May 26 11:25:29 2008
From: mike.peachey at jennic.com (Mike Peachey)
Date: Mon, 26 May 2008 16:25:29 +0100
Subject: [rt-users] Can't authenticate with ExternalAuth
In-Reply-To: <57C63FB266B72140AF7970A6D2046A2B0EE9B1@cmowsmail01.cetelem.ru>
References: <57C63FB266B72140AF7970A6D2046A2B0EE9B1@cmowsmail01.cetelem.ru>
Message-ID: <483AD669.2060004@jennic.com>

Mikhail.Gorbunov at cetelem.ru wrote:
> Hello,
> 
> We have RT-3.6.6 and RT::Authen::ExternalAuth. ExternalAuth is installed
> and configured to the extent that it is able to bind to LDAP, request
> and receive info on the user, trying to login. But each time we receive
> "Your username or password is incorrect ".
> 
> Looking at the traces I can't see anything related to password checking
> against LDAP. May be I'm missing something.
> 
> Thank you for your input.

Can you provide a copy of the log output in debug mode for a login?
--
Kind Regards,

__________________________________________________

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
__________________________________________________


From Dominic.Lepiane at ptgrey.com  Mon May 26 13:09:03 2008
From: Dominic.Lepiane at ptgrey.com (Dominic Lepiane)
Date: Mon, 26 May 2008 10:09:03 -0700
Subject: [rt-users] RIP tickets
In-Reply-To: <483A00C6.9010404@cryologic.com>
References: <CBBF65F82D50294190C8F76CA267464274BFA918@rosser.pointgrey.local>
	<483A00C6.9010404@cryologic.com>
Message-ID: <CBBF65F82D50294190C8F76CA267464274BFA944@rosser.pointgrey.local>

We don't want to remove the data from old tickets, so I don't think RTx::Shredder will work in our case.

We could try moving old tickets to an archive queue that doesn't email out and preferrably doesn't allow closed tickets to be opened.  How can we go about doing this?

Thanks in advance,

Dominic Lepiane


> -----Original Message-----
> From: gordon at cryologic.com [mailto:gordon at cryologic.com]
> Sent: Sunday, May 25, 2008 5:14 PM
> To: RT Users
> Cc: Dominic Lepiane
> Subject: Re: [rt-users] RIP tickets
>
> How about moving all tickets of a certain age to a separate
> (archive) queue which has reply to requestor scrips disabled.
>
> Gordon
>
>
> Dominic Lepiane wrote:
> > Hi,
> >
> > We've been using RT for many years now and an issue has
> recently come to my attention regarding old tickets being
> re-opened.  Specifically, when dealing with RMAs, we have
> both an RT ticket number and an separate tracking number for
> another system.  As it turns out, the RT ticket numbers are
> all 5 digits these days (going on 6) and the other number is
> 4 digits.  What happened was that by human error, the numbers
> can be mixed up whereby an arbitrary and very old RT ticket
> gets reopened when someone tries to update the RMA ticket.
> Which is not a problem per se, support staff just close the
> ticket again, however, RT then emails out this customer from
> 5 years ago.
> >
> > So we were wondering if we can somehow catch emails
> referring to very old closed tickets and do something else
> with them.  Either email them to someone in particular, open
> up a new ticket, drop them altogether or possibly find the
> correct ticket based on the custom field which contains the
> 4-digit ticket number from the other system.
> >
> > Can we do this and what are we looking at doing to do this?
> >
> > If nothing else, I would like to intercept all messages to
> tickets < 10000 and redirect those emails to a separate
> mailbox which I can probably do in procmail (if my fu is strong).
> >
> > Thanks in advance
> >
> > Dominic Lepiane
> > Network Administrator
> > Point Grey Research
>
>


From stefan.lejeune at gmail.com  Mon May 26 14:49:09 2008
From: stefan.lejeune at gmail.com (Stefan Le Jeune)
Date: Mon, 26 May 2008 20:49:09 +0200
Subject: [rt-users] Will not be sent email
In-Reply-To: <20080526153904.GR12194@bestpractical.com>
References: <7fd8e62a0805260831i6a05a113u45711d0759e3bea6@mail.gmail.com>
	<20080526153904.GR12194@bestpractical.com>
Message-ID: <7fd8e62a0805261149t76079a29lf96b2fd9ffaa5edc@mail.gmail.com>

On Mon, May 26, 2008 at 5:39 PM, Jesse Vincent <jesse at bestpractical.com> wrote:
> Click reply. look at the bottom of the page.

Thanks.  I see that at the bottom you can tick the email so that the
email goes out. Seeing that most of the time, the user does not need
to click that tick box, they will miss it (especially in big screen
resolution where they need to scroll down to see that).

My question is why does it sometimes say "Will not be sent email"?
How does that get set when the ticket is created? Most of the time it
is not set.

Thanks,
Stefan

>
>
>
> On Mon, May 26, 2008 at 05:31:20PM +0200, Stefan Le Jeune wrote:
>> Hi,
>>
>> Occasionally, next to the requestor email I get "(Will not be sent
>> email) ".  Looks like this in the "people" section:
>> Owner:        Nobody
>> Requestors:   requestor at somedomain (Will not be sent email)
>>
>> The user will reply to the requestor and not see that the email will not go.
>> I see that at the bottom of the email reply, you can tick the email to
>> force it to send an email. Of course the user sometimes does not.
>>
>> I'm just wondering what is setting that so that the requestore does
>> not get an email.  I can't work out a pattern.  These tickets are
>> created using rt-mailgate.
>> Is there something I can check on the setup?
>
> Click reply. look at the bottom of the page.
>
>>
>> I'm new and using RT 3.6.5.
>>
>> Regards,
>> Stefan
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>
> --
>


From scarty at gmail.com  Mon May 26 16:16:08 2008
From: scarty at gmail.com (Sharlon Carty)
Date: Mon, 26 May 2008 16:16:08 -0400
Subject: [rt-users] RT::Action::Notify & rt-crontool
Message-ID: <759127370805261316h711bb07k1c2aa956faa080d5@mail.gmail.com>

hello RT users,

I am having some problems with rt-crontool all of a sudden.
I have the following job in crontab:
rt-crontool --search RT::Search::FromSQL --search-arg "Status = 'open' AND
Owner != 'Nobody' AND LastUpdated < '7 days ago'" --action
RT::Action::Notify --action-arg Owner --template 'AutoReminders'

And the RT::Action::Notify will not send any e-mails to the owner. the logs
shows the following: No recipients found. Not sending. The owner does have
en email address and the query is good and does return results.
I tried with RT::Action::SendEmail and the same message.
RT::Action::RecordCorresponse for example works fine.

Why is SendEmail and Notify failing? anyone with an idea? Any other reminder
tools out there?

-- 
- - Sharlon (c).
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From mike.peachey at jennic.com  Tue May 27 04:20:59 2008
From: mike.peachey at jennic.com (Mike Peachey)
Date: Tue, 27 May 2008 09:20:59 +0100
Subject: [rt-users] Can't authenticate with ExternalAuth
In-Reply-To: <57C63FB266B72140AF7970A6D2046A2B0EE9E8@cmowsmail01.cetelem.ru>
References: <57C63FB266B72140AF7970A6D2046A2B0EE9B1@cmowsmail01.cetelem.ru>
	<483AD669.2060004@jennic.com>
	<57C63FB266B72140AF7970A6D2046A2B0EE9E8@cmowsmail01.cetelem.ru>
Message-ID: <483BC46B.8080508@jennic.com>

Mikhail.Gorbunov at cetelem.ru wrote:
> Hi, 
> 
> Finally I've sorted this out: we needed to set d_filter, so that ExtAuth
> could check if the user is disabled properly. 
> 
> One more quick question: group, mentioned in LDAP config relates to AD
> group, or RT group ?

AD group. If you use groupos with ExternalAuth, you are saying "In order 
to be allowed to access RT, the user must be a member of the LDAP group 
I have specified.".

Glad you got it sorted.

-- 
Kind Regards,

__________________________________________________

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
__________________________________________________


From mike.peachey at jennic.com  Tue May 27 09:38:42 2008
From: mike.peachey at jennic.com (Mike Peachey)
Date: Tue, 27 May 2008 14:38:42 +0100
Subject: [rt-users] Can't authenticate with ExternalAuth
In-Reply-To: <57C63FB266B72140AF7970A6D2046A2B0EE9F4@cmowsmail01.cetelem.ru>
References: <57C63FB266B72140AF7970A6D2046A2B0EE9B1@cmowsmail01.cetelem.ru>
	<483AD669.2060004@jennic.com>
	<57C63FB266B72140AF7970A6D2046A2B0EE9E8@cmowsmail01.cetelem.ru>
	<483BC46B.8080508@jennic.com>
	<57C63FB266B72140AF7970A6D2046A2B0EE9F4@cmowsmail01.cetelem.ru>
Message-ID: <483C0EE2.6020103@jennic.com>

Mikhail.Gorbunov at cetelem.ru wrote:
> Any ways/plans to import groups from AD to RT ? 

It is as a possibility for the future, but at the moment I haven't the 
time to implement such an extensive feature.

In any case, it's not often that AD groups and RT groups are completely 
compatible. You could have people automatically added to particular 
groups, but then management of those groups within RT is almost always 
more complex than you could define in AD.

-- 
Kind Regards,

__________________________________________________

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
__________________________________________________


From todd at chaka.net  Tue May 27 09:55:26 2008
From: todd at chaka.net (Todd Chapman)
Date: Tue, 27 May 2008 09:55:26 -0400
Subject: [rt-users] Per-queue page customisations?
In-Reply-To: <03A36378-2089-46EF-9840-0C624299C7F1@netspot.com.au>
References: <03A36378-2089-46EF-9840-0C624299C7F1@netspot.com.au>
Message-ID: <519782dc0805270655y1c14f9b5xb3c73a08130bcc0f@mail.gmail.com>

The queue is known once you get to the ticket Create page, so the template
can have logic to display fields based on the queue.

On Mon, May 26, 2008 at 3:28 AM, Tom Lanyon <tom at netspot.com.au> wrote:

> List,
>
> Is there a way to customise Ticket/Create.html on a per-queue basis?
>
> What we would like to achieve: creating a ticket in QueueA may have a
> different layout and/or different fields visible than when creating a
> ticket in QueueB.
>
> Has anyone done this or can anyone think of a way to do this?
>
> Thanks,
> Tom
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
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From dan at gconnect.net  Tue May 27 10:11:08 2008
From: dan at gconnect.net (Dan Massey)
Date: Tue, 27 May 2008 15:11:08 +0100
Subject: [rt-users] Customising Templates per Queue
Message-ID: <C461D50C.8C9BC%dan@gconnect.net>

Hi List

I'm sure I am not the first person to ask this, but I cannot find the answer
on the internet or in the documentation.

I have number of queues set up and I would like to send out different
emails, dependant on which queue they come from. I have created a new
template from the Configuration > Queues (Selected Queue) > Templates. Then
I go to the Scrps tab and can add a new script which has Action set to
'Autoreply To Requestors'. Now when the queue is emailed, it gets two
autoreplies.

Can anybody tell me what I am doing wrong?

Thanks in advance

Dan



From elacour at easter-eggs.com  Tue May 27 10:16:00 2008
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Tue, 27 May 2008 16:16:00 +0200
Subject: [rt-users] Customising Templates per Queue
In-Reply-To: <C461D50C.8C9BC%dan@gconnect.net>
References: <C461D50C.8C9BC%dan@gconnect.net>
Message-ID: <20080527141600.GD3805@easter-eggs.com>

On Tue, May 27, 2008 at 03:11:08PM +0100, Dan Massey wrote:
> Hi List
> 
> I'm sure I am not the first person to ask this, but I cannot find the answer
> on the internet or in the documentation.
> 
> I have number of queues set up and I would like to send out different
> emails, dependant on which queue they come from. I have created a new
> template from the Configuration > Queues (Selected Queue) > Templates. Then
> I go to the Scrps tab and can add a new script which has Action set to
> 'Autoreply To Requestors'. Now when the queue is emailed, it gets two
> autoreplies.
> 
> Can anybody tell me what I am doing wrong?
> 

You can:

- delete global scrips and copy them to each queue as desired :(
- create a template with the same name as the global template in each
  queue but with different content, it will be used in place of the
  global template magically


From todd at chaka.net  Tue May 27 10:21:20 2008
From: todd at chaka.net (Todd Chapman)
Date: Tue, 27 May 2008 10:21:20 -0400
Subject: [rt-users] Customising Templates per Queue
In-Reply-To: <C461D50C.8C9BC%dan@gconnect.net>
References: <C461D50C.8C9BC%dan@gconnect.net>
Message-ID: <519782dc0805270721s29c1db7fiab4f8a8cf7a016eb@mail.gmail.com>

You don't need to create new scrips. Just create per-queue templates with
the same names as the global templates. The queue specific templates will be
used instead.

On Tue, May 27, 2008 at 10:11 AM, Dan Massey <dan at gconnect.net> wrote:

> Hi List
>
> I'm sure I am not the first person to ask this, but I cannot find the
> answer
> on the internet or in the documentation.
>
> I have number of queues set up and I would like to send out different
> emails, dependant on which queue they come from. I have created a new
> template from the Configuration > Queues (Selected Queue) > Templates. Then
> I go to the Scrps tab and can add a new script which has Action set to
> 'Autoreply To Requestors'. Now when the queue is emailed, it gets two
> autoreplies.
>
> Can anybody tell me what I am doing wrong?
>
> Thanks in advance
>
> Dan
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
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From fred.sells at adventistcare.org  Tue May 27 12:42:12 2008
From: fred.sells at adventistcare.org (Sells, Fred)
Date: Tue, 27 May 2008 12:42:12 -0400
Subject: [rt-users] newbie needs help to move ticket to different queue
In-Reply-To: <483AD669.2060004@jennic.com>
Message-ID: <0A53725C4A497848A7B3A0874B259831011B0928@acesxch01.ADVENTISTCORP.NET>

I'm using RT 3.6.6 on centos 5.1.  I'm new to RT and trying to setup the basics on how we'll use it to track trouble tickets in our small IT dept.

My plan was to have a single queue "NewTicket" that was the only queue accessible to all users.  The helpdesk person would look at the ticket and then assign it to an appropriate queue like : "printers",  "access-request", ...

I would think that would be a pretty common workflow management task; but I cannot find a way to do it and google has not produced anything useful.


1. If this is do-able, is there a link that tells me what I'm missing?
2. Am I taking the wrong aproach, and there is a better way to do this?
3. or ?...

thanks for any help you can offer


---------------------------------------------------------------------------
The information contained in this message may be privileged and / or
confidential and protected from disclosure. If the reader of this message is
not the intended recipient, you are hereby notified that any dissemination,
distribution or copying of this communication is strictly prohibited. If you
have received this communication in error, please notify the sender
immediately by replying to this message and deleting the material from any
computer.
---------------------------------------------------------------------------


From sholmes42 at mac.com  Tue May 27 13:34:13 2008
From: sholmes42 at mac.com (Steve Holmes)
Date: Tue, 27 May 2008 13:34:13 -0400
Subject: [rt-users] newbie needs help to move ticket to different queue
In-Reply-To: <0A53725C4A497848A7B3A0874B259831011B0928@acesxch01.ADVENTISTCORP.NET>
References: <483AD669.2060004@jennic.com>
	<0A53725C4A497848A7B3A0874B259831011B0928@acesxch01.ADVENTISTCORP.NET>
Message-ID: <43be87180805271034m2ae5ef5ahf89c09a74b68eb56@mail.gmail.com>

Unless I'm missing something in your question: just click on the 'Basics'
link in the navigation bar and select the Queue: pulldown and select the
queue you want it to go into (then save changes by clicking the 'Save
Changes' button).
Steve


On Tue, May 27, 2008 at 12:42 PM, Sells, Fred <fred.sells at adventistcare.org>
wrote:

> I'm using RT 3.6.6 on centos 5.1.  I'm new to RT and trying to setup the
> basics on how we'll use it to track trouble tickets in our small IT dept.
>
> My plan was to have a single queue "NewTicket" that was the only queue
> accessible to all users.  The helpdesk person would look at the ticket and
> then assign it to an appropriate queue like : "printers",  "access-request",
> ...
>
> I would think that would be a pretty common workflow management task; but I
> cannot find a way to do it and google has not produced anything useful.
>
>
> 1. If this is do-able, is there a link that tells me what I'm missing?
> 2. Am I taking the wrong aproach, and there is a better way to do this?
> 3. or ?...
>
> thanks for any help you can offer
>
>
> ---------------------------------------------------------------------------
> The information contained in this message may be privileged and / or
> confidential and protected from disclosure. If the reader of this message
> is
> not the intended recipient, you are hereby notified that any dissemination,
> distribution or copying of this communication is strictly prohibited. If
> you
> have received this communication in error, please notify the sender
> immediately by replying to this message and deleting the material from any
> computer.
> ---------------------------------------------------------------------------
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
There is no greater gift to an insecure leader that quite matches a vague
enemy who can be used to whip up fear and hatred among the population.
-Paul Rusesabagina, humanitarian (b. 1954)

Human beings are perhaps never more frightening than when they are
convinced beyond doubt that they are right. -Laurens van der Post, explorer
and writer (1906-1996)
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From vadud3 at gmail.com  Tue May 27 14:00:49 2008
From: vadud3 at gmail.com (Asif Iqbal)
Date: Tue, 27 May 2008 14:00:49 -0400
Subject: [rt-users] Privilege only on a ticket but not to the whole queue
Message-ID: <a60f25fc0805271100x41d9eaf3sf316cb7431543eb2@mail.gmail.com>

I have a group `group1' who sometimes drop a ticket from their queue
`Queue1' to our queue `Queue2' as part of the requirement.
Now is it possible to give that group `group1' read/write access *only* to
the ticket(s) they drop on queue `Queue2' and no read or
read/write access to other tickets in that queue, `Queue2' ?

Thanks

-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
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From fred.sells at adventistcare.org  Tue May 27 14:23:29 2008
From: fred.sells at adventistcare.org (Sells, Fred)
Date: Tue, 27 May 2008 14:23:29 -0400
Subject: [rt-users] [senderbase] Re: newbie needs help to move ticket to
	different queue
In-Reply-To: <43be87180805271034m2ae5ef5ahf89c09a74b68eb56@mail.gmail.com>
Message-ID: <0A53725C4A497848A7B3A0874B259831011B0929@acesxch01.ADVENTISTCORP.NET>

thanks,  I must not have had the ticket selected when I tried "Basics",  I appreciate you're taking the time to explain the obvious with a zinger :)
 
Fred.

-----Original Message-----
From: sholmes42 at gmail.com [mailto:sholmes42 at gmail.com]On Behalf Of Steve Holmes
Sent: Tuesday, May 27, 2008 1:34 PM
To: Sells, Fred
Cc: RT-Users at lists.bestpractical.com
Subject: [senderbase] Re: [rt-users] newbie needs help to move ticket to different queue


Unless I'm missing something in your question: just click on the 'Basics' link in the navigation bar and select the Queue: pulldown and select the queue you want it to go into (then save changes by clicking the 'Save Changes' button).  

Steve 


On Tue, May 27, 2008 at 12:42 PM, Sells, Fred < fred.sells at adventistcare.org> wrote:


I'm using RT 3.6.6 on centos 5.1.  I'm new to RT and trying to setup the basics on how we'll use it to track trouble tickets in our small IT dept.

My plan was to have a single queue "NewTicket" that was the only queue accessible to all users.  The helpdesk person would look at the ticket and then assign it to an appropriate queue like : "printers",  "access-request", ...

I would think that would be a pretty common workflow management task; but I cannot find a way to do it and google has not produced anything useful.


1. If this is do-able, is there a link that tells me what I'm missing?
2. Am I taking the wrong aproach, and there is a better way to do this?
3. or ?...

thanks for any help you can offer


---------------------------------------------------------------------------
The information contained in this message may be privileged and / or
confidential and protected from disclosure. If the reader of this message is
not the intended recipient, you are hereby notified that any dissemination,
distribution or copying of this communication is strictly prohibited. If you
have received this communication in error, please notify the sender
immediately by replying to this message and deleting the material from any
computer.
---------------------------------------------------------------------------
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com





-- 
There is no greater gift to an insecure leader that quite matches a vague enemy who can be used to whip up fear and hatred among the population.
-Paul Rusesabagina, humanitarian (b. 1954)

Human beings are perhaps never more frightening than when they are
convinced beyond doubt that they are right. -Laurens van der Post, explorer
and writer (1906-1996) 

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From fred.sells at adventistcare.org  Tue May 27 14:55:59 2008
From: fred.sells at adventistcare.org (Sells, Fred)
Date: Tue, 27 May 2008 14:55:59 -0400
Subject: [rt-users] Customising Templates per Queue
In-Reply-To: <519782dc0805270721s29c1db7fiab4f8a8cf7a016eb@mail.gmail.com>
Message-ID: <0A53725C4A497848A7B3A0874B259831011B092A@acesxch01.ADVENTISTCORP.NET>

makes sense (to this newbie) but how do I find the appropriate directories, etc in a standard centos yum install where all is under /usr/share/rt3/html ( I think).
 
I've got a "NewTicket" queue for my general users which is the only place they can create a ticket.  I want to eliminate their options on what they can do.
 
I found /usr/share/rt3/html/Ticket/Create.html  but what's the technique on naming/placing the "per-queue" templates?
 
thanks.
 
Fred.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Todd Chapman
Sent: Tuesday, May 27, 2008 10:21 AM
To: Dan Massey
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Customising Templates per Queue


You don't need to create new scrips. Just create per-queue templates with the same names as the global templates. The queue specific templates will be used instead.


On Tue, May 27, 2008 at 10:11 AM, Dan Massey < dan at gconnect.net> wrote:


Hi List

I'm sure I am not the first person to ask this, but I cannot find the answer
on the internet or in the documentation.

I have number of queues set up and I would like to send out different
emails, dependant on which queue they come from. I have created a new
template from the Configuration > Queues (Selected Queue) > Templates. Then
I go to the Scrps tab and can add a new script which has Action set to
'Autoreply To Requestors'. Now when the queue is emailed, it gets two
autoreplies.

Can anybody tell me what I am doing wrong?

Thanks in advance

Dan

_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com



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From aliase573201 at mac.com  Tue May 27 15:03:51 2008
From: aliase573201 at mac.com (Tom Smith)
Date: Tue, 27 May 2008 12:03:51 -0700
Subject: [rt-users] Ticket updates/creates via SSL redirect to
 https://rt.domain.tld:80/...
In-Reply-To: <F4BE0198-1F2E-4967-89E7-3BE748FEE280@bestpractical.com>
References: <8A1BDBDC-5398-4995-8A74-1C6C7729A105@mac.com>
	<F4BE0198-1F2E-4967-89E7-3BE748FEE280@bestpractical.com>
Message-ID: <E87513AD-C856-4F27-8DC6-E52422CB5E6D@mac.com>

Hi sunnavy,

That change did resolve the problem. Thank you very much for you  
input--I really appreciate it.

Initially, I wasn't sure if this was an RT issue or an Apache issue.  
After your reply, I looked further into Apache issues that may cause  
this and found the problem...

The problem was caused by an SSL misconfiguration. After correcting  
the misconfiguration, everything works great!

Thanks again for you help!

~ Tom

On May 24, 2008, at 8:40 PM, sunnavy wrote:

> Hi Tom
>
> I haven't dig apache for a while, the problem seems because of the  
> wrong $ENV{'SERVER_PORT'}
>
> If you can set "SERVER_PORT" correctly( which is 443 for your  
> instance ) in apache,
> then the problem will be gone, If not, here's a ad hoc fixing:
> find the string "$ENV{'SERVER_PORT'}" in sub Redirect in lib/RT/ 
> Interface/Web.pm, replace it by "$RT::WebPort"
>
> wish this help :)
>
> On May 25, 2008, at 2:47 AM, Tom Smith wrote:
>
>> Hi,
>>
>> I have RT running on a sub-domain of https://rt.domain.tld. $WebPort
>> is set to 443 and $WebBaseURL is set to https://rt.domain.tld.
>>
>> When I create or update a ticket, the changes are posted to the
>> ticket but then I'm redirected to this URL:
>>
>> 	https://rt.domain.tld:80/Ticket/Display.html?id=#
>>
>> The problem is the ":80" in the URL--this breaks the link and doesn't
>> display the ticket after applying the updates to it. If I delete the
>> ":80", the ticket displays fine.
>>
>> The only log entry I see that indicates a problem is in Apache's
>> access_log
>>
>> 	[23/May/2008:14:54:04 -0700] "\x16\x03\x01" 200 238 "-" "-"
>>
>> This, or a similar entry, displays each time I have this problem.
>>
>> If I disable SSL on the subdomain, everything works fine and this log
>> entry doesn't display.
>>
>> I've googled for issues relating to RT and Apache but haven't found
>> anything that has led to a solution.
>>
>> Can anyone offer me any input for resolving this problem?
>>
>> ~ Tom
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>
>
> best wishes
> sunnavy
>
>
>
>
>



From KFCrocker at lbl.gov  Tue May 27 15:40:53 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 27 May 2008 12:40:53 -0700
Subject: [rt-users] SearchBuilder problems with sorting by Custom Fields
In-Reply-To: <A4116B89-8EF3-4617-9B33-59EB34A09717@bestpractical.com>
References: <4831A954.9060008@lbl.gov> <20080519205330.GA14625@easter-eggs.com>
	<4831F24E.6070308@lbl.gov> <20080520074958.GA28521@easter-eggs.com>
	<48334C7C.6020208@lbl.gov>
	<A4116B89-8EF3-4617-9B33-59EB34A09717@bestpractical.com>
Message-ID: <483C63C5.40901@lbl.gov>

Jesse, Emmanuel,



	Thanks! I finally got it. Boy, do I need to learn some on this install 
stuff. I now have 3.6.6 up and running. Looks great!
	I am STILL having trouble getting a search to sort results by a Custom 
Field. Is there some limitation that only allows this to work if the CF 
is defined as numeric? Or something like that? Thanks for your help.


Kenn
LBNL

On 5/20/2008 5:14 PM, Jesse Vincent wrote:
> 
> On May 21, 2008, at 6:11 AM, Kenneth Crocker wrote:
> 
>> Emmanuel,
>>
>>
>>     I downloaded 3.6.6 and am up to the "make testdeps". This ran fine 
>> but
>> for a couple things missing:
>>
>>  Calendar::Simple...found
>>         DBIx::SearchBuilder 1.50...MISSING
>>                 DBIx::SearchBuilder version 1.5 required--this is only
>> version 1.49 at (eval 27) line 2.
>>         Date::Format...found
>>         CSS::Squish 0.06...MISSING
>>
>>     How do I get the latest SearchBuilder and download it if it wasn't
>> included in the original download?
> 
> 
> 'make fixdeps' or use 'cpan' to manually install it.
> 
>> Why does it state it wants 1.50 instead of 1.53? This is confusing for 
>> me.
> 
> It's a minimum version requirement. "At least 1.50"



From curtisb at vianet.ca  Tue May 27 15:33:08 2008
From: curtisb at vianet.ca (Curtis Bruneau)
Date: Tue, 27 May 2008 15:33:08 -0400
Subject: [rt-users] Search->Display Oddity
Message-ID: <483C61F4.2020605@vianet.ca>

I'm not sure if this a common issue, from RT sites I have tried it seems 
to have similar symptoms. Basically this is what happens, when you do a 
search regardless of what criteria the Ticket/Display.html page attempts 
do to a limitless query based on the same criteria, effectively loading 
potentially thousands of rows into the web daemon's memory. This isn't 
very noticeable unless you have several thousand tickets, but the 
query.log does show the query being ran. On our system this really 
grinds when searching for resolved tickets that has over 200k records. 
The search itself is fine but the ticket display gets the whole search 
result in 1 shot for no apparent reason, is this suppose to be a 
count()? The query looks like the following, only the where clauses will 
change based on your search.

SELECT main.* FROM Tickets main  WHERE (main.Status != 'deleted') AND 
(main.Status = 'resolved') AND (main.EffectiveId = main.id) AND 
(main.Type = 'ticket')  ORDER BY main.id ASC

This is probably the worst case scenario for us, over 200k+ results but 
the pattern remains the same, unlimited results loaded into Display.html

Curtis.


From KFCrocker at lbl.gov  Tue May 27 16:21:43 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 27 May 2008 13:21:43 -0700
Subject: [rt-users] Privilege only on a ticket but not to the whole queue
In-Reply-To: <a60f25fc0805271100x41d9eaf3sf316cb7431543eb2@mail.gmail.com>
References: <a60f25fc0805271100x41d9eaf3sf316cb7431543eb2@mail.gmail.com>
Message-ID: <483C6D57.4000504@lbl.gov>

Asif,


	I don't think so. Unless I am wrong, it is my understanding that rights 
are granted on a "queue" basis and therefore all tickets in that queue. 
I've never heard of granting rights on a ticket basis. To do that, I 
believe it would involve creating another level (by ticket) of 
privileges and that would certainly mean modifying the DataBase and the 
code that checks privileges. Sounds like an incredibly messing 
modification. Why not just give group1 "SeeQueue", "ShowTicket", 
"ShowOutgoingEmail", "ShowTicketComments", and maybe "CommentOnTicket" 
rights to Queue2? We like to limit granting the "ModifyTicket" right to 
just the ticket owner and the Queue Admin (AdminCc Watcher). It keeps 
things from getting messy with a bunch of people updating tickets they 
don't own. Anyway, that's all I can think of. Hope it helps.


Kenn
LBNL

On 5/27/2008 11:00 AM, Asif Iqbal wrote:
> I have a group `group1' who sometimes drop a ticket from their queue 
> `Queue1' to our queue `Queue2' as part of the requirement.
> Now is it possible to give that group `group1' read/write access *only* 
> to the ticket(s) they drop on queue `Queue2' and no read or
> read/write access to other tickets in that queue, `Queue2' ?
> 
> Thanks
> 
> -- 
> Asif Iqbal
> PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu <http://pgp.mit.edu>
> 
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From KFCrocker at lbl.gov  Tue May 27 16:25:21 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 27 May 2008 13:25:21 -0700
Subject: [rt-users] Customising Templates per Queue
In-Reply-To: <0A53725C4A497848A7B3A0874B259831011B092A@acesxch01.ADVENTISTCORP.NET>
References: <0A53725C4A497848A7B3A0874B259831011B092A@acesxch01.ADVENTISTCORP.NET>
Message-ID: <483C6E31.1010207@lbl.gov>

Fred,


	You do not have to go into any directories to do this. RT is already 
set up to allow ANY queue to use a different template (the content of a 
formatted email) as an override to a global template of the same name. I 
don't understand why you think you have to go into the directories to do 
this. Explain, please.


Kenn
LBNL

On 5/27/2008 11:55 AM, Sells, Fred wrote:
> makes sense (to this newbie) but how do I find the appropriate 
> directories, etc in a standard centos yum install where all is under 
> /usr/share/rt3/html ( I think).
>  
> I've got a "NewTicket" queue for my general users which is the only 
> place they can create a ticket.  I want to eliminate their options on 
> what they can do.
>  
> I found /usr/share/rt3/html/Ticket/Create.html  but what's the technique 
> on naming/placing the "per-queue" templates?
>  
> thanks.
>  
> Fred.
> 
>     -----Original Message-----
>     *From:* rt-users-bounces at lists.bestpractical.com
>     [mailto:rt-users-bounces at lists.bestpractical.com]*On Behalf Of *Todd
>     Chapman
>     *Sent:* Tuesday, May 27, 2008 10:21 AM
>     *To:* Dan Massey
>     *Cc:* rt-users at lists.bestpractical.com
>     *Subject:* Re: [rt-users] Customising Templates per Queue
> 
>     You don't need to create new scrips. Just create per-queue templates
>     with the same names as the global templates. The queue specific
>     templates will be used instead.
> 
>     On Tue, May 27, 2008 at 10:11 AM, Dan Massey <dan at gconnect.net
>     <mailto:dan at gconnect.net>> wrote:
> 
>         Hi List
> 
>         I'm sure I am not the first person to ask this, but I cannot
>         find the answer
>         on the internet or in the documentation.
> 
>         I have number of queues set up and I would like to send out
>         different
>         emails, dependant on which queue they come from. I have created
>         a new
>         template from the Configuration > Queues (Selected Queue) >
>         Templates. Then
>         I go to the Scrps tab and can add a new script which has Action
>         set to
>         'Autoreply To Requestors'. Now when the queue is emailed, it
>         gets two
>         autoreplies.
> 
>         Can anybody tell me what I am doing wrong?
> 
>         Thanks in advance
> 
>         Dan
> 
>         _______________________________________________
>         http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
>         Community help: http://wiki.bestpractical.com
>         Commercial support: sales at bestpractical.com
>         <mailto:sales at bestpractical.com>
> 
> 
>         Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>         Buy a copy at http://rtbook.bestpractical.com
> 
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From gleduc at mail.sdsu.edu  Tue May 27 17:10:38 2008
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Tue, 27 May 2008 14:10:38 -0700
Subject: [rt-users] Privilege only on a ticket but not to the whole queue
In-Reply-To: <a60f25fc0805271100x41d9eaf3sf316cb7431543eb2@mail.gmail.co
 m>
References: <a60f25fc0805271100x41d9eaf3sf316cb7431543eb2@mail.gmail.com>
Message-ID: <6.2.1.2.2.20080527140442.024631c8@mail.sdsu.edu>

Hi Asif,

You could add "group1" to the list of Requestors for the ticket and then 
grant Requestors (either globally or within queue2) ShowTicket and 
ModifyTicket rights.  The Requestors stay with the ticket when it changes 
queues.  Use a scrip to add group1 to the Requestors when it goes from 
queue1 to queue2.

Gene

At 11:00 AM 5/27/2008, Asif Iqbal wrote:
>I have a group `group1' who sometimes drop a ticket from their queue 
>`Queue1' to our queue `Queue2' as part of the requirement.
>Now is it possible to give that group `group1' read/write access *only* to 
>the ticket(s) they drop on queue `Queue2' and no read or
>read/write access to other tickets in that queue, `Queue2' ?
>
>Thanks
>
>--
>Asif Iqbal
>PGP Key: 0xE62693C5 KeyServer: <http://pgp.mit.edu>pgp.mit.edu


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 
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From tom at netspot.com.au  Tue May 27 19:52:05 2008
From: tom at netspot.com.au (Tom Lanyon)
Date: Wed, 28 May 2008 09:22:05 +0930
Subject: [rt-users] Per-queue page customisations?
In-Reply-To: <519782dc0805270655y1c14f9b5xb3c73a08130bcc0f@mail.gmail.com>
References: <03A36378-2089-46EF-9840-0C624299C7F1@netspot.com.au>
	<519782dc0805270655y1c14f9b5xb3c73a08130bcc0f@mail.gmail.com>
Message-ID: <FAD0AD88-6232-48AB-B583-4FDAD250A321@netspot.com.au>

On 27/05/2008, at 11:25 PM, Todd Chapman wrote:

> The queue is known once you get to the ticket Create page, so the  
> template can have logic to display fields based on the queue.

Thanks, that's what I figured the solution was going to be; just one  
big Create.html with lots of logic depending on Queue ID.

Regards,
Tom


From tom at netspot.com.au  Tue May 27 19:53:35 2008
From: tom at netspot.com.au (Tom Lanyon)
Date: Wed, 28 May 2008 09:23:35 +0930
Subject: [rt-users] Per-queue page customisations?
In-Reply-To: <0DD6BC9ABC0D2747AF8589AEA9722A4001BB8651@rachael-reborn.letnet.net>
References: <03A36378-2089-46EF-9840-0C624299C7F1@netspot.com.au>
	<0DD6BC9ABC0D2747AF8589AEA9722A4001BB8651@rachael-reborn.letnet.net>
Message-ID: <287A837A-C404-419B-A20F-49984EAEA24D@netspot.com.au>

On 27/05/2008, at 11:24 PM, Roedel, Mark wrote:

> Well, queue-specific custom fields are added to the create-ticket  
> layout
> based on the queue you selected.
>
> Based on that, I'd say that the best-case scenario is that your
> requirements can be met by configuring custom fields for those  
> queues to
> cover the variations that you need, and no additional code needs to be
> written.  (But if that's not possible, then at least maybe the code  
> that
> does that gives you a jumping-off point for what you're trying to
> accomplish.)

Mark,

Unfortunately just using custom-fields will not be enough to fulfill  
our requirements as we need logic to do things like hiding the 'Owner'  
select box for some queues.

Regards,
Tom


From gordon at cryologic.com  Tue May 27 21:45:24 2008
From: gordon at cryologic.com (gordon at cryologic.com)
Date: Wed, 28 May 2008 11:45:24 +1000
Subject: [rt-users] Per-queue page customisations?
In-Reply-To: <287A837A-C404-419B-A20F-49984EAEA24D@netspot.com.au>
References: <03A36378-2089-46EF-9840-0C624299C7F1@netspot.com.au>	<0DD6BC9ABC0D2747AF8589AEA9722A4001BB8651@rachael-reborn.letnet.net>
	<287A837A-C404-419B-A20F-49984EAEA24D@netspot.com.au>
Message-ID: <483CB934.7030804@cryologic.com>

Alternatively you could have a custom web form for creating tickets in a 
particular queue and email the data to rt. Wouldn't be much use for 
updating tickets however.

Gordon

> 
> Mark,
> 
> Unfortunately just using custom-fields will not be enough to fulfill  
> our requirements as we need logic to do things like hiding the 'Owner'  
> select box for some queues.
> 
> Regards,
> Tom


From tom at netspot.com.au  Tue May 27 21:55:55 2008
From: tom at netspot.com.au (Tom Lanyon)
Date: Wed, 28 May 2008 11:25:55 +0930
Subject: [rt-users] Per-queue page customisations?
In-Reply-To: <483CB934.7030804@cryologic.com>
References: <03A36378-2089-46EF-9840-0C624299C7F1@netspot.com.au>	<0DD6BC9ABC0D2747AF8589AEA9722A4001BB8651@rachael-reborn.letnet.net>
	<287A837A-C404-419B-A20F-49984EAEA24D@netspot.com.au>
	<483CB934.7030804@cryologic.com>
Message-ID: <B44228CF-55E3-4ACD-B240-1C98350D92A4@netspot.com.au>

We do that at the moment but it has a lot of logic that we would like  
to bring into RT itself to keep it as a single system.

Thanks,
Tom


On 28/05/2008, at 11:15 AM, gordon at cryologic.com wrote:

> Alternatively you could have a custom web form for creating tickets  
> in a particular queue and email the data to rt. Wouldn't be much use  
> for updating tickets however.
>
> Gordon
>
>> Mark,
>> Unfortunately just using custom-fields will not be enough to  
>> fulfill  our requirements as we need logic to do things like hiding  
>> the 'Owner'  select box for some queues.
>> Regards,
>> Tom



From benr at tlcdatasecurity.com.au  Wed May 28 01:01:47 2008
From: benr at tlcdatasecurity.com.au (Ben Robson)
Date: Wed, 28 May 2008 15:01:47 +1000
Subject: [rt-users] Creation of tickets from CLI
Message-ID: <3F63AA5E6554DB4D92D1DBB1D4A80462F2720D@kookaburra.TLCIT.biz>

Greetings all,
 
I am attempting to use the RT command line tool to create a ticket with
content and fields pre-populated.  I am using the '-i' flag to call in a
text file with pre-populated text fields.
 
I have created a text file that contains the following and I set the
Subject and Requestor from the command line itself:
 
# Required: id, Queue
                
id: ticket/new
Queue: Queue Name
Status: new
Priority: 100
InitialPriority: 100
FinalPriority:
TimeEstimated: 0
Text: Some text
 
This all works great, but if I try and make the "Text:" line have more
than one line, as follows, it errors out with a "Syntax Error" on the
new line.  For example:
 
Textfile contains:
# Required: id, Queue
                
id: ticket/new
Queue: Queue Name
Status: new
Priority: 100
InitialPriority: 100
FinalPriority:
TimeEstimated: 0
Text: Some text
Some more text
 
Error thrown will look like:
# Syntax error.
                
id: ticket/new
Queue: MSS Daily Checklist
Status: new
Priority: 100
InitialPriority: 100
FinalPriority:
TimeEstimated:
Text: Some text
>> Some more text
 
Anyone have any good ideas how to get extra lines of text in to the text
field?
 
Thanks,
BenR
 
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From Mikhail.Gorbunov at cetelem.ru  Wed May 28 02:38:22 2008
From: Mikhail.Gorbunov at cetelem.ru (Mikhail.Gorbunov at cetelem.ru)
Date: Wed, 28 May 2008 10:38:22 +0400
Subject: [rt-users] RT, ExternalAuth and usercreation from mail
Message-ID: <57C63FB266B72140AF7970A6D2046A2B0EEA98@cmowsmail01.cetelem.ru>

Hi,

We have RT-3.6.6 with ExternalAuth-0.05 authenticating users against
LDAP and autocreating them when they login for the first time. Could
anybody advise what could be the best approach for ading user
autocreation from email to this ?

Thank you.

Mikhail


From alewis at systemsfusion.com  Wed May 28 04:51:42 2008
From: alewis at systemsfusion.com (Andrew Lewis)
Date: Wed, 28 May 2008 10:51:42 +0200
Subject: [rt-users] Showing Custom Field in Queue view
Message-ID: <9D72FD0ABDCAB8459EAC2C48EFC168140B9BCC@DCX1.sf-jhb.sysfusion.net>


Hi there,

I want to display a custom field in the queue view. Has anyone done this?/can give me some pointers on how best to go about doing this?

Best,
-AL.
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From elacour at easter-eggs.com  Wed May 28 05:10:40 2008
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Wed, 28 May 2008 11:10:40 +0200
Subject: [rt-users] Showing Custom Field in Queue view
In-Reply-To: <9D72FD0ABDCAB8459EAC2C48EFC168140B9BCC@DCX1.sf-jhb.sysfusion.net>
References: <9D72FD0ABDCAB8459EAC2C48EFC168140B9BCC@DCX1.sf-jhb.sysfusion.net>
Message-ID: <20080528091040.GA3813@easter-eggs.com>

On Wed, May 28, 2008 at 10:51:42AM +0200, Andrew Lewis wrote:
> 
> Hi there,
> 
> I want to display a custom field in the queue view. Has anyone done
> this?/can give me some pointers on how best to go about doing this?
> 

I don't fully understand what you means by "queue view". But if you talk
about the ticket list in a queue, you can modify the corresponding
search to add the CFs you wan't to display.



From alewis at systemsfusion.com  Wed May 28 05:32:44 2008
From: alewis at systemsfusion.com (Andrew Lewis)
Date: Wed, 28 May 2008 11:32:44 +0200
Subject: [rt-users] Showing Custom Field in Queue view
References: <9D72FD0ABDCAB8459EAC2C48EFC168140B9BCC@DCX1.sf-jhb.sysfusion.net>
	<20080528091040.GA3813@easter-eggs.com>
Message-ID: <9D72FD0ABDCAB8459EAC2C48EFC168140B9BCE@DCX1.sf-jhb.sysfusion.net>

> I don't fully understand what you means by "queue view".

What you see if you click the name of a queue in "Quick search"

> But if you talk about the ticket list in a queue, you can modify the corresponding
> search to add the CFs you wan't to display.

How? :)

I see now that I can go to [Queue Name] -> Advanced.

And that there are display elements I can change like:
'__OwnerName__',
'__Priority__',

In the second text box. How do I reference my custom field in here?

Also funnily enough this box is coming up contentless for me now, but I do have a window open in which it was populated.

Best,
-AL.
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From elacour at easter-eggs.com  Wed May 28 05:39:43 2008
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Wed, 28 May 2008 11:39:43 +0200
Subject: [rt-users] Showing Custom Field in Queue view
In-Reply-To: <9D72FD0ABDCAB8459EAC2C48EFC168140B9BCE@DCX1.sf-jhb.sysfusion.net>
References: <9D72FD0ABDCAB8459EAC2C48EFC168140B9BCC@DCX1.sf-jhb.sysfusion.net>
	<20080528091040.GA3813@easter-eggs.com>
	<9D72FD0ABDCAB8459EAC2C48EFC168140B9BCE@DCX1.sf-jhb.sysfusion.net>
Message-ID: <20080528093943.GB3813@easter-eggs.com>

On Wed, May 28, 2008 at 11:32:44AM +0200, Andrew Lewis wrote:
> > I don't fully understand what you means by "queue view".
> 
> What you see if you click the name of a queue in "Quick search"
> 
> > But if you talk about the ticket list in a queue, you can modify the corresponding
> > search to add the CFs you wan't to display.
> 
> How? :)
> 
> I see now that I can go to [Queue Name] -> Advanced.
> 
No got to the "Tickets" -> "Edit search" tab, at the bottom you will
find a box "Display columns" which allow you to choose the field
displayed.



> And that there are display elements I can change like:
> '__OwnerName__',
> '__Priority__',

'_CustomField.{cf_name}__'

(replace cf_name par your cf name)
 



From alewis at systemsfusion.com  Wed May 28 05:55:59 2008
From: alewis at systemsfusion.com (Andrew Lewis)
Date: Wed, 28 May 2008 11:55:59 +0200
Subject: [rt-users] Showing Custom Field in Queue view
References: <9D72FD0ABDCAB8459EAC2C48EFC168140B9BCC@DCX1.sf-jhb.sysfusion.net>
	<20080528091040.GA3813@easter-eggs.com>
	<9D72FD0ABDCAB8459EAC2C48EFC168140B9BCE@DCX1.sf-jhb.sysfusion.net>
	<20080528093943.GB3813@easter-eggs.com>
Message-ID: <9D72FD0ABDCAB8459EAC2C48EFC168140B9BCF@DCX1.sf-jhb.sysfusion.net>

> '_CustomField.{cf_name}__'

Great, got it working, thanks. :)

Is there a way I can make this persistent though?

-AL.
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From stefan.lejeune at gmail.com  Wed May 28 08:20:40 2008
From: stefan.lejeune at gmail.com (Stefan Le Jeune)
Date: Wed, 28 May 2008 14:20:40 +0200
Subject: [rt-users] Will not be sent email
In-Reply-To: <7fd8e62a0805261149t76079a29lf96b2fd9ffaa5edc@mail.gmail.com>
References: <7fd8e62a0805260831i6a05a113u45711d0759e3bea6@mail.gmail.com>
	<20080526153904.GR12194@bestpractical.com>
	<7fd8e62a0805261149t76079a29lf96b2fd9ffaa5edc@mail.gmail.com>
Message-ID: <7fd8e62a0805280520g432ee20fg94ae4367cf22beed@mail.gmail.com>

Answering my own question for others who might search the archives:
It appears that the users ticked the email the first time to not send
the email and pressed "Save" instead of "update".  This creates an
attribute record with a SquelchMailTo attribute. of course the user
didn't tell me this and I thought it was set when the ticket was
created.

The way to fix it is to tick the email address at the bottom of the
reply and press "Save" again. That will take it out of the attribute
table.

I suppose that is what Jesse was telling me :-)

On Mon, May 26, 2008 at 8:49 PM, Stefan Le Jeune
<stefan.lejeune at gmail.com> wrote:
> On Mon, May 26, 2008 at 5:39 PM, Jesse Vincent <jesse at bestpractical.com> wrote:
>> Click reply. look at the bottom of the page.
>
> Thanks.  I see that at the bottom you can tick the email so that the
> email goes out. Seeing that most of the time, the user does not need
> to click that tick box, they will miss it (especially in big screen
> resolution where they need to scroll down to see that).
>
> My question is why does it sometimes say "Will not be sent email"?
> How does that get set when the ticket is created? Most of the time it
> is not set.
>
> Thanks,
> Stefan
>
>>
>>
>>
>> On Mon, May 26, 2008 at 05:31:20PM +0200, Stefan Le Jeune wrote:
>>> Hi,
>>>
>>> Occasionally, next to the requestor email I get "(Will not be sent
>>> email) ".  Looks like this in the "people" section:
>>> Owner:        Nobody
>>> Requestors:   requestor at somedomain (Will not be sent email)
>>>
>>> The user will reply to the requestor and not see that the email will not go.
>>> I see that at the bottom of the email reply, you can tick the email to
>>> force it to send an email. Of course the user sometimes does not.
>>>
>>> I'm just wondering what is setting that so that the requestore does
>>> not get an email.  I can't work out a pattern.  These tickets are
>>> created using rt-mailgate.
>>> Is there something I can check on the setup?
>>
>> Click reply. look at the bottom of the page.
>>
>>>
>>> I'm new and using RT 3.6.5.
>>>
>>> Regards,
>>> Stefan
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Community help: http://wiki.bestpractical.com
>>> Commercial support: sales at bestpractical.com
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.bestpractical.com
>>>
>>
>> --
>>
>


From jesse at bestpractical.com  Wed May 28 08:43:02 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 28 May 2008 08:43:02 -0400
Subject: [rt-users] Will not be sent email
In-Reply-To: <7fd8e62a0805280520g432ee20fg94ae4367cf22beed@mail.gmail.com>
References: <7fd8e62a0805260831i6a05a113u45711d0759e3bea6@mail.gmail.com>
	<20080526153904.GR12194@bestpractical.com>
	<7fd8e62a0805261149t76079a29lf96b2fd9ffaa5edc@mail.gmail.com>
	<7fd8e62a0805280520g432ee20fg94ae4367cf22beed@mail.gmail.com>
Message-ID: <20080528124302.GV12194@bestpractical.com>




On Wed, May 28, 2008 at 02:20:40PM +0200, Stefan Le Jeune wrote:
> Answering my own question for others who might search the archives:
> It appears that the users ticked the email the first time to not send
> the email and pressed "Save" instead of "update".  This creates an
> attribute record with a SquelchMailTo attribute. of course the user
> didn't tell me this and I thought it was set when the ticket was
> created.
> 

For 3.8, we've wrapped the "squelch mail to" configuration in a titled,
shaded box, to make it a bit more obviously "different"

Jesse



From sturner at MIT.EDU  Wed May 28 09:12:38 2008
From: sturner at MIT.EDU (Stephen Turner)
Date: Wed, 28 May 2008 09:12:38 -0400
Subject: [rt-users] Per-queue page customisations?
In-Reply-To: <03A36378-2089-46EF-9840-0C624299C7F1@netspot.com.au>
References: <03A36378-2089-46EF-9840-0C624299C7F1@netspot.com.au>
Message-ID: <6.2.3.4.2.20080528090450.020ed7f0@po14.mit.edu>

At 03:28 AM 5/26/2008, Tom Lanyon wrote:
>List,
>
>Is there a way to customise Ticket/Create.html on a per-queue basis?
>
>What we would like to achieve: creating a ticket in QueueA may have a
>different layout and/or different fields visible than when creating a
>ticket in QueueB.
>
>Has anyone done this or can anyone think of a way to do this?
>
>Thanks,
>Tom


We've implemented this by using Attributes to store queue 
preferences. You can attach Attribute objects to most RT objects 
(Tickets, Queues etc.) - in this case you'd attach them to your Queue objects.

For example, you could choose an attribute name of "ShowOwnerField" 
and let it have values of "Yes" or "No". The attribute records would 
be attached to the appropriate queue.

You'll have to do some Mason coding, to provide a UI for setting the 
queue attributes (on the Queue basics config page), and to modify the 
ticket pages to show or hide the Owner drop-down, or other 
queue-based customizations.

Steve 



From tom at netspot.com.au  Wed May 28 09:17:36 2008
From: tom at netspot.com.au (Tom Lanyon)
Date: Wed, 28 May 2008 22:47:36 +0930
Subject: [rt-users] Per-queue page customisations?
In-Reply-To: <6.2.3.4.2.20080528090450.020ed7f0@po14.mit.edu>
References: <03A36378-2089-46EF-9840-0C624299C7F1@netspot.com.au>
	<6.2.3.4.2.20080528090450.020ed7f0@po14.mit.edu>
Message-ID: <FD3ACFF9-6697-4376-BC91-F2C8620472BF@netspot.com.au>


On 28/05/2008, at 10:42 PM, Stephen Turner wrote:

> We've implemented this by using Attributes to store queue  
> preferences. You can attach Attribute objects to most RT objects  
> (Tickets, Queues etc.) - in this case you'd attach them to your  
> Queue objects.
>
> For example, you could choose an attribute name of "ShowOwnerField"  
> and let it have values of "Yes" or "No". The attribute records would  
> be attached to the appropriate queue.
>
> You'll have to do some Mason coding, to provide a UI for setting the  
> queue attributes (on the Queue basics config page), and to modify  
> the ticket pages to show or hide the Owner drop-down, or other queue- 
> based customizations.
>
> Steve

That sounds perfect, thanks Steve.

I've been looking at implementing some other new functions using  
Attributes as well, so this will fit in nicely.

Regards,
Tom


From sturner at MIT.EDU  Wed May 28 09:45:01 2008
From: sturner at MIT.EDU (Stephen Turner)
Date: Wed, 28 May 2008 09:45:01 -0400
Subject: [rt-users] Change the "Modify Ticket" options on blue bar
In-Reply-To: <483C6955.3050402@lbl.gov>
References: <482CD248.2050506@lbl.gov>
	<6.2.3.4.2.20080516155700.02eb18e0@po14.mit.edu>
	<483C6955.3050402@lbl.gov>
Message-ID: <6.2.3.4.2.20080528092540.01fdf1c0@po14.mit.edu>


At 04:04 PM 5/27/2008, you wrote:
>Stephen,
>
>
>         Thanks for the code example. I used it as the basis for the 
> code I wanted to add. The "Tabs" layout now shows what I want, but 
> when I click any of the new options, nothing happens. This is what 
> my new code looks like:
>
>if ($args) {
>   $tabs->{"i"} = { path      => "Search/Results.html$args",
>                    title     => loc('Show Results'),
>                    };
>   if ($current_tab =~  "Search/Results.html") {
>     $current_tab = "Search/Results.html$args";
>     };
>}
>
>if ( $can{'ModifyTicket'} ) {
>     if ( $Ticket->Status ne 'resolved' ) {
>         $actions->{'G'} = {
>             path => 
> "Ticket/Update.html?Action=Comment&DefaultStatus=resolved&id=" . $id,
>             title => loc('Resolve') };
>     }
>
># the following code was added for LBNL
># make sure the check for status is in descending order
>
>     if  ($Ticket->Status eq 'pending qa')
>         {
>          $actions->{'Fg'} =
>              { path => 
> "Ticket/Display.html?Action=DefaultStatus=('qa approvd')&id=" . $id,
>              title => loc('Approve QA'),
>              };
>         }


Hi Ken,

Just from a quick look at the code, it looks like you're on the right 
track. I don't think you need the parentheses or quotes around the 
status values - something like:

path => "Ticket/Display.html?Action=DefaultStatus=qa approvd&id=" . $id

As this is going to form a URL, you may need to escape those spaces, 
but I'm not sure:

path => "Ticket/Display.html?Action=DefaultStatus=qa%20approvd&id=" . $id

You'll have to play with the options and see if they work. I'm ccing 
the list in case someone else has an idea about this.

Good luck,
Steve



From benr at tlcdatasecurity.com.au  Wed May 28 11:15:07 2008
From: benr at tlcdatasecurity.com.au (Ben Robson)
Date: Thu, 29 May 2008 01:15:07 +1000
Subject: [rt-users] Creation of tickets from CLI - [Pork] Email found in
	subject
In-Reply-To: <3F63AA5E6554DB4D92D1DBB1D4A80462F2720D@kookaburra.TLCIT.biz>
References: <3F63AA5E6554DB4D92D1DBB1D4A80462F2720D@kookaburra.TLCIT.biz>
Message-ID: <3F63AA5E6554DB4D92D1DBB1D4A80462F272A1@kookaburra.TLCIT.biz>

Well I am pleased to report I solved my own problem...
 
For future reference, when using multiple lines in the text field, as
used in a form submitted for the '-i' rt CLI command, you must make the
first character on the extra lines a space.
 
Thanks all.
BenR
 
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ben
Robson
Sent: Wednesday, 28 May 2008 3:02 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Creation of tickets from CLI - [Pork] Email found in
subject
 
Greetings all,
 
I am attempting to use the RT command line tool to create a ticket with
content and fields pre-populated.  I am using the '-i' flag to call in a
text file with pre-populated text fields.
 
I have created a text file that contains the following and I set the
Subject and Requestor from the command line itself:
 
# Required: id, Queue
                
id: ticket/new
Queue: Queue Name
Status: new
Priority: 100
InitialPriority: 100
FinalPriority:
TimeEstimated: 0
Text: Some text
 
This all works great, but if I try and make the "Text:" line have more
than one line, as follows, it errors out with a "Syntax Error" on the
new line.  For example:
 
Textfile contains:
# Required: id, Queue
                
id: ticket/new
Queue: Queue Name
Status: new
Priority: 100
InitialPriority: 100
FinalPriority:
TimeEstimated: 0
Text: Some text
Some more text
 
Error thrown will look like:
# Syntax error.
                
id: ticket/new
Queue: MSS Daily Checklist
Status: new
Priority: 100
InitialPriority: 100
FinalPriority:
TimeEstimated:
Text: Some text
>> Some more text
 
Anyone have any good ideas how to get extra lines of text in to the text
field?
 
Thanks,
BenR
 
 
 
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From benr at tlcdatasecurity.com.au  Wed May 28 11:17:08 2008
From: benr at tlcdatasecurity.com.au (Ben Robson)
Date: Thu, 29 May 2008 01:17:08 +1000
Subject: [rt-users] Stop outbound emails for a specific queue
Message-ID: <3F63AA5E6554DB4D92D1DBB1D4A80462F272A2@kookaburra.TLCIT.biz>

Greetings again... having solved my previous issue I have a new
question.
 
Is there a way to configure RT to not send out emails (to Requestors,
CC's, etc...) for a single queue, but continuing to send for other
queues?
 
Thanks,
BenR
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From elacour at easter-eggs.com  Wed May 28 11:24:12 2008
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Wed, 28 May 2008 17:24:12 +0200
Subject: [rt-users] Stop outbound emails for a specific queue
In-Reply-To: <3F63AA5E6554DB4D92D1DBB1D4A80462F272A2@kookaburra.TLCIT.biz>
References: <3F63AA5E6554DB4D92D1DBB1D4A80462F272A2@kookaburra.TLCIT.biz>
Message-ID: <20080528152412.GF3813@easter-eggs.com>

On Thu, May 29, 2008 at 01:17:08AM +1000, Ben Robson wrote:
> Greetings again... having solved my previous issue I have a new
> question.
>  
> Is there a way to configure RT to not send out emails (to Requestors,
> CC's, etc...) for a single queue, but continuing to send for other
> queues?
>  

The easiest way: create empty templates on this queues with the same
name as global templates.



From benr at tlcdatasecurity.com.au  Wed May 28 11:27:45 2008
From: benr at tlcdatasecurity.com.au (Ben Robson)
Date: Thu, 29 May 2008 01:27:45 +1000
Subject: [rt-users] Stop outbound emails for a specific queue - [Pork]
	Email found in subject
In-Reply-To: <20080528152412.GF3813@easter-eggs.com>
References: <3F63AA5E6554DB4D92D1DBB1D4A80462F272A2@kookaburra.TLCIT.biz>
	<20080528152412.GF3813@easter-eggs.com>
Message-ID: <3F63AA5E6554DB4D92D1DBB1D4A80462F272A3@kookaburra.TLCIT.biz>

Firstly, thanks for the reply....

Do you mean templates or scrips?  I ask, because it's the scrips that
decide when to send out an email, the template only formats it (doesn't
it).

Assuming the scrips for the moment.....the global scrips don't have any
name, and when I create an equivalent scrip (same settings) for the
queue with no name, the global one still gets called.

Thanks,
BenR



-----Original Message-----
From: Emmanuel Lacour [mailto:elacour at easter-eggs.com] 
Sent: Thursday, 29 May 2008 1:24 AM
To: Ben Robson
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Stop outbound emails for a specific queue -
[Pork] Email found in subject

On Thu, May 29, 2008 at 01:17:08AM +1000, Ben Robson wrote:
> Greetings again... having solved my previous issue I have a new
> question.
>  
> Is there a way to configure RT to not send out emails (to Requestors,
> CC's, etc...) for a single queue, but continuing to send for other
> queues?
>  

The easiest way: create empty templates on this queues with the same
name as global templates.



From mike.peachey at jennic.com  Wed May 28 11:30:35 2008
From: mike.peachey at jennic.com (Mike Peachey)
Date: Wed, 28 May 2008 16:30:35 +0100
Subject: [rt-users] Stop outbound emails for a specific queue - [Pork]
 Email found in subject
In-Reply-To: <3F63AA5E6554DB4D92D1DBB1D4A80462F272A3@kookaburra.TLCIT.biz>
References: <3F63AA5E6554DB4D92D1DBB1D4A80462F272A2@kookaburra.TLCIT.biz>	<20080528152412.GF3813@easter-eggs.com>
	<3F63AA5E6554DB4D92D1DBB1D4A80462F272A3@kookaburra.TLCIT.biz>
Message-ID: <483D7A9B.7090803@jennic.com>

Ben Robson wrote:
> Firstly, thanks for the reply....
> 
> Do you mean templates or scrips?  I ask, because it's the scrips that
> decide when to send out an email, the template only formats it (doesn't
> it).
> 
> Assuming the scrips for the moment.....the global scrips don't have any
> name, and when I create an equivalent scrip (same settings) for the
> queue with no name, the global one still gets called.

AFAIK when a template is blank, no e-mail is sent, so the recommendation 
to attempt overwriting templates with blank ones is valid to stop 
e-mails being sent without modifying the scrips.

-- 
Kind Regards,

__________________________________________________

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
__________________________________________________


From benr at tlcdatasecurity.com.au  Wed May 28 11:38:24 2008
From: benr at tlcdatasecurity.com.au (Ben Robson)
Date: Thu, 29 May 2008 01:38:24 +1000
Subject: [rt-users] Stop outbound emails for a specific queue - [Pork]
	Email found in subject - [Pork] Email found in subject
In-Reply-To: <483D7A9B.7090803@jennic.com>
References: <3F63AA5E6554DB4D92D1DBB1D4A80462F272A2@kookaburra.TLCIT.biz>	<20080528152412.GF3813@easter-eggs.com>
	<3F63AA5E6554DB4D92D1DBB1D4A80462F272A3@kookaburra.TLCIT.biz>
	<483D7A9B.7090803@jennic.com>
Message-ID: <3F63AA5E6554DB4D92D1DBB1D4A80462F272A4@kookaburra.TLCIT.biz>

Thank you both, this worked.


-----Original Message-----
From: Mike Peachey [mailto:mike.peachey at jennic.com] 
Sent: Thursday, 29 May 2008 1:31 AM
To: Ben Robson
Cc: Emmanuel Lacour; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Stop outbound emails for a specific queue -
[Pork] Email found in subject - [Pork] Email found in subject

Ben Robson wrote:
> Firstly, thanks for the reply....
> 
> Do you mean templates or scrips?  I ask, because it's the scrips that
> decide when to send out an email, the template only formats it
(doesn't
> it).
> 
> Assuming the scrips for the moment.....the global scrips don't have
any
> name, and when I create an equivalent scrip (same settings) for the
> queue with no name, the global one still gets called.

AFAIK when a template is blank, no e-mail is sent, so the recommendation

to attempt overwriting templates with blank ones is valid to stop 
e-mails being sent without modifying the scrips.

-- 
Kind Regards,

__________________________________________________

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
__________________________________________________


From elacour at easter-eggs.com  Wed May 28 11:54:09 2008
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Wed, 28 May 2008 17:54:09 +0200
Subject: [rt-users] SearchBuilder problems with sorting by Custom Fields
In-Reply-To: <483C63C5.40901@lbl.gov>
References: <4831A954.9060008@lbl.gov> <20080519205330.GA14625@easter-eggs.com>
	<4831F24E.6070308@lbl.gov> <20080520074958.GA28521@easter-eggs.com>
	<48334C7C.6020208@lbl.gov>
	<A4116B89-8EF3-4617-9B33-59EB34A09717@bestpractical.com>
	<483C63C5.40901@lbl.gov>
Message-ID: <20080528155408.GG3813@easter-eggs.com>

On Tue, May 27, 2008 at 12:40:53PM -0700, Kenneth Crocker wrote:
> Jesse, Emmanuel,
>
>
>
> 	Thanks! I finally got it. Boy, do I need to learn some on this install  
> stuff. I now have 3.6.6 up and running. Looks great!
> 	I am STILL having trouble getting a search to sort results by a Custom  
> Field. Is there some limitation that only allows this to work if the CF  
> is defined as numeric? Or something like that? Thanks for your help.
>

It works here for CFs of type "select one value" and "Select multiple
values" with text contents.



From jesse at bestpractical.com  Wed May 28 11:56:55 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 28 May 2008 11:56:55 -0400
Subject: [rt-users] SearchBuilder problems with sorting by Custom Fields
In-Reply-To: <20080528155408.GG3813@easter-eggs.com>
References: <4831A954.9060008@lbl.gov> <20080519205330.GA14625@easter-eggs.com>
	<4831F24E.6070308@lbl.gov> <20080520074958.GA28521@easter-eggs.com>
	<48334C7C.6020208@lbl.gov>
	<A4116B89-8EF3-4617-9B33-59EB34A09717@bestpractical.com>
	<483C63C5.40901@lbl.gov> <20080528155408.GG3813@easter-eggs.com>
Message-ID: <20080528155654.GZ12194@bestpractical.com>




On Wed, May 28, 2008 at 05:54:09PM +0200, Emmanuel Lacour wrote:
> On Tue, May 27, 2008 at 12:40:53PM -0700, Kenneth Crocker wrote:
> > Jesse, Emmanuel,
> >
> >
> >
> > 	Thanks! I finally got it. Boy, do I need to learn some on this install  
> > stuff. I now have 3.6.6 up and running. Looks great!
> > 	I am STILL having trouble getting a search to sort results by a Custom  
> > Field. Is there some limitation that only allows this to work if the CF  
> > is defined as numeric? Or something like that? Thanks for your help.
> >
> 
> It works here for CFs of type "select one value" and "Select multiple
> values" with text contents.
> 

We've done an awful lot of work on this for what will become RT 3.6.7
when we get a free moment.


From KFCrocker at lbl.gov  Wed May 28 12:12:32 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 28 May 2008 09:12:32 -0700
Subject: [rt-users] SearchBuilder problems with sorting by Custom Fields
In-Reply-To: <20080528155654.GZ12194@bestpractical.com>
References: <4831A954.9060008@lbl.gov> <20080519205330.GA14625@easter-eggs.com>
	<4831F24E.6070308@lbl.gov> <20080520074958.GA28521@easter-eggs.com>
	<48334C7C.6020208@lbl.gov>
	<A4116B89-8EF3-4617-9B33-59EB34A09717@bestpractical.com>
	<483C63C5.40901@lbl.gov> <20080528155408.GG3813@easter-eggs.com>
	<20080528155654.GZ12194@bestpractical.com>
Message-ID: <483D8470.2050702@lbl.gov>

Jesse, Emmanuel,


	Thanks. Good to hear about 3.6.7. Emmanuel, if yours is working, then 
maybe my install of 3.6.6 didn't get the latest SearchBuilder. To be 
honest, the fact that it doesn't work for CF's is NOT a show-stopper. It 
will be a GREAT asset for administrative reporting when it does, but in 
the meantime, I'm now up to 3.6.6 and everything else works incredibly 
well. In fact, I have a new technical support group that will need to 
add about 85 new application support queues. It just keeps getting 
bigger and better, really. Now that our approval/priority & QA workflow 
processes (scrips) are up and running, we have the infrastructure to 
handle that many queues easily.


Kenn
LBNL

On 5/28/2008 8:56 AM, Jesse Vincent wrote:
> 
> 
> On Wed, May 28, 2008 at 05:54:09PM +0200, Emmanuel Lacour wrote:
>> On Tue, May 27, 2008 at 12:40:53PM -0700, Kenneth Crocker wrote:
>>> Jesse, Emmanuel,
>>>
>>>
>>>
>>> 	Thanks! I finally got it. Boy, do I need to learn some on this install  
>>> stuff. I now have 3.6.6 up and running. Looks great!
>>> 	I am STILL having trouble getting a search to sort results by a Custom  
>>> Field. Is there some limitation that only allows this to work if the CF  
>>> is defined as numeric? Or something like that? Thanks for your help.
>>>
>> It works here for CFs of type "select one value" and "Select multiple
>> values" with text contents.
>>
> 
> We've done an awful lot of work on this for what will become RT 3.6.7
> when we get a free moment.
> 



From KFCrocker at lbl.gov  Wed May 28 12:15:43 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 28 May 2008 09:15:43 -0700
Subject: [rt-users] Change the "Modify Ticket" options on blue bar
In-Reply-To: <6.2.3.4.2.20080528092540.01fdf1c0@po14.mit.edu>
References: <482CD248.2050506@lbl.gov>
	<6.2.3.4.2.20080516155700.02eb18e0@po14.mit.edu>
	<483C6955.3050402@lbl.gov>
	<6.2.3.4.2.20080528092540.01fdf1c0@po14.mit.edu>
Message-ID: <483D852F.60808@lbl.gov>

Stephan,


	Thanks, and good idea. This additional piece of code you gave me will 
allow me to simplify the use of our new ticket status values. That 
alone, will make the use of our Approval/Prioritization & QA workflow 
processes much easier. And after all, that IS the whole point here. 
Thanks again.


Kenn
LBNL

On 5/28/2008 6:45 AM, Stephen Turner wrote:
> 
> At 04:04 PM 5/27/2008, you wrote:
>> Stephen,
>>
>>
>>         Thanks for the code example. I used it as the basis for the 
>> code I wanted to add. The "Tabs" layout now shows what I want, but 
>> when I click any of the new options, nothing happens. This is what my 
>> new code looks like:
>>
>> if ($args) {
>>   $tabs->{"i"} = { path      => "Search/Results.html$args",
>>                    title     => loc('Show Results'),
>>                    };
>>   if ($current_tab =~  "Search/Results.html") {
>>     $current_tab = "Search/Results.html$args";
>>     };
>> }
>>
>> if ( $can{'ModifyTicket'} ) {
>>     if ( $Ticket->Status ne 'resolved' ) {
>>         $actions->{'G'} = {
>>             path => 
>> "Ticket/Update.html?Action=Comment&DefaultStatus=resolved&id=" . $id,
>>             title => loc('Resolve') };
>>     }
>>
>> # the following code was added for LBNL
>> # make sure the check for status is in descending order
>>
>>     if  ($Ticket->Status eq 'pending qa')
>>         {
>>          $actions->{'Fg'} =
>>              { path => "Ticket/Display.html?Action=DefaultStatus=('qa 
>> approvd')&id=" . $id,
>>              title => loc('Approve QA'),
>>              };
>>         }
> 
> 
> Hi Ken,
> 
> Just from a quick look at the code, it looks like you're on the right 
> track. I don't think you need the parentheses or quotes around the 
> status values - something like:
> 
> path => "Ticket/Display.html?Action=DefaultStatus=qa approvd&id=" . $id
> 
> As this is going to form a URL, you may need to escape those spaces, but 
> I'm not sure:
> 
> path => "Ticket/Display.html?Action=DefaultStatus=qa%20approvd&id=" . $id
> 
> You'll have to play with the options and see if they work. I'm ccing the 
> list in case someone else has an idea about this.
> 
> Good luck,
> Steve
> 
> 



From a.smith at ukgrid.net  Wed May 28 12:43:24 2008
From: a.smith at ukgrid.net (Andy Smith)
Date: Wed, 28 May 2008 18:43:24 +0200
Subject: [rt-users] Not understanding initial email config :(
Message-ID: <00de01c8c0e1$f4bf2000$2601a8c0@computer>

Hi,

 Im new to RT and am trying to configure a pilot system on FreeBSD, using RT 3.6.6. I want to get incoming mail to go to the general
queue (creating a new ticket) but from the documentation Im really not understanding how this is meant to work.

I have the RT server up and running on one server, and we have our live Exim SMTP running on another. On the RT box I have this in the
site config PM file:

Set($MailCommand , 'sendmail');
Set($SendmailArguments , "-bm -- support at test.net");
Set($SendmailPath, "/usr/local/sbin/exim");


and on the Exim box I have installed the RT binaries so I have the rt-mailgate script and put this into the aliases file:

rt-general: "|/usr/local/rt3/bin/rt-mailgate --queue general --action correspond --url http://rt3.test.net/"


Is this really all I have to do?? So far it isnt working, but that doesnt surprise me much as I dont get how this can work :S
However this alias syntax is totally new to me and seems quite odd :S 
I did see one or two things written about adding some special config into the exim MTA config file, but I dont really want to
have to modify my live exim MTA config just cos I want to add a new queue to RT.

Anyone that can help me out of my confusion would be greatly appreciated!

thanks in advance, Andy.
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From KFCrocker at lbl.gov  Wed May 28 13:48:16 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 28 May 2008 10:48:16 -0700
Subject: [rt-users] Showing Custom Field in Queue view
In-Reply-To: <9D72FD0ABDCAB8459EAC2C48EFC168140B9BCF@DCX1.sf-jhb.sysfusion.net>
References: <9D72FD0ABDCAB8459EAC2C48EFC168140B9BCC@DCX1.sf-jhb.sysfusion.net>
	<20080528091040.GA3813@easter-eggs.com>
	<9D72FD0ABDCAB8459EAC2C48EFC168140B9BCE@DCX1.sf-jhb.sysfusion.net>
	<20080528093943.GB3813@easter-eggs.com>
	<9D72FD0ABDCAB8459EAC2C48EFC168140B9BCF@DCX1.sf-jhb.sysfusion.net>
Message-ID: <483D9AE0.60407@lbl.gov>

Andrew,


	Your description of what you want as a "queue-view" makes me think you 
might have an incomplete understanding of how a custom field can be 
seen, used, modified. When a Custom Field is created and then "applied" 
to a queue, view/use of it can still be manipulated thru rights. I can 
create a CF, apply it to a queue and set the rights so that no one 
except members of a certain group can see it and/or modify it. It is 
there. It is part of every ticket, but no one else will see it, let 
alone modify it (including AdminCc's, owners, etc). So, understanding 
that, what is it exactly you want to accomplish with these Custom 
Fields? Who do you want to see it and who do you want to modify the 
values in a ticket? Hope this helps.


Kenn
LBNL

On 5/28/2008 2:55 AM, Andrew Lewis wrote:
>  > '_CustomField.{cf_name}__'
> 
> Great, got it working, thanks. :)
> 
> Is there a way I can make this persistent though?
> 
> -AL.
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From davidn at KeyMarkinc.com  Wed May 28 13:38:20 2008
From: davidn at KeyMarkinc.com (David Nalley)
Date: Wed, 28 May 2008 13:38:20 -0400
Subject: [rt-users] RT Newb Queue/Group Strategy question
Message-ID: <81214BB68B68BF4586FE1D82E7B3C472E93B6C@kmex01.keymark.dom>

Hi All, 
 
I am a relative newb who has just deployed RT in pilot to replace our
aging, inadequate and hated support tool. 
A little bit of background - my employer, among other things, provides
support for a wide range of software and hardware products to several
hundred customers. Most of these customers have 1 or 2 employees who act
as the first-line support prior to bringing the issue to us. Some of the
larger customers may have a dozen or more people who are authorized to
contact us for support. Generally regardless of how large the
organization is there is a desire for a customer to be able view all of
the tickets created by anyone at that customer. 
 
I have thought about creating a queue for each customer and then
creating rules for moving tickets to the proper queue - but that seems
messy. (Proliferation of queues doesn't sound like a good thing based on
my reading thus far) 
 
I think perhaps a better solution, at least conceptually, is creating a
'customer manager' group and magically granting permission for that user
to be able to see any ticket created by someone with a matching
'Organization' in their user info. This sounds easier long term, but
requires more effort up front I think. 
 
Anyway - I seek to leverage the wisdom of the group as I imagine that I
am not the first person to have had a need to deal with this situation. 
 
Thoughts? 
 
 
David Nalley


From a.smith at ukgrid.net  Wed May 28 14:51:15 2008
From: a.smith at ukgrid.net (Andy Smith)
Date: Wed, 28 May 2008 20:51:15 +0200
Subject: [rt-users] Not understanding initial email config :(
Message-ID: <011301c8c0f3$cf20d340$2601a8c0@computer>

Hi,

  ok I have proven that I can successfully create a ticket remotely from the Exim server by cat'ing an email into rt-mailgate like this:

cat 1172082829.H159040P74283.mx.test.net |/usr/local/rt3/bin/rt-mailgate --queue General --action correspond --url http://rt3.test.net/

But still real email even if generated on the command line on the mail server isnt making it to RT... In my exim logs I see unroutable
address. Whats the recommended config here to make this work?

thanks Andy.
  ----- Original Message ----- 
  From: Andy Smith 
  To: rt-users at lists.bestpractical.com 
  Sent: Wednesday, May 28, 2008 6:43 PM
  Subject: Not understanding initial email config :(


  Hi,

   Im new to RT and am trying to configure a pilot system on FreeBSD, using RT 3.6.6. I want to get incoming mail to go to the general
  queue (creating a new ticket) but from the documentation Im really not understanding how this is meant to work.

  I have the RT server up and running on one server, and we have our live Exim SMTP running on another. On the RT box I have this in the
  site config PM file:

  Set($MailCommand , 'sendmail');
  Set($SendmailArguments , "-bm -- support at test.net");
  Set($SendmailPath, "/usr/local/sbin/exim");


  and on the Exim box I have installed the RT binaries so I have the rt-mailgate script and put this into the aliases file:

  rt-general: "|/usr/local/rt3/bin/rt-mailgate --queue general --action correspond --url http://rt3.test.net/"


  Is this really all I have to do?? So far it isnt working, but that doesnt surprise me much as I dont get how this can work :S
  However this alias syntax is totally new to me and seems quite odd :S 
  I did see one or two things written about adding some special config into the exim MTA config file, but I dont really want to
  have to modify my live exim MTA config just cos I want to add a new queue to RT.

  Anyone that can help me out of my confusion would be greatly appreciated!

  thanks in advance, Andy.
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From jboris at adphila.org  Wed May 28 14:56:38 2008
From: jboris at adphila.org (John  BORIS)
Date: Wed, 28 May 2008 14:56:38 -0400
Subject: [rt-users] Getting  RT-Extension-ResetPassword  Module
Message-ID: <483D72AE.2594.002B.0@adphila.org>

I would like to use the Password reminder module from the repository but
I am a bit clueless on how to get the code. Can someone point to
directions on how to get the code or the module so I can install it in
my RT instance?


TIA


John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"


From jboris at adphila.org  Wed May 28 15:02:28 2008
From: jboris at adphila.org (John  BORIS)
Date: Wed, 28 May 2008 15:02:28 -0400
Subject: [rt-users] Not understanding initial email config :(
In-Reply-To: <011301c8c0f3$cf20d340$2601a8c0@computer>
References: <011301c8c0f3$cf20d340$2601a8c0@computer>
Message-ID: <483D740C.2594.002B.0@adphila.org>

Andy,
The email address has to be valid for it to get to RT. I am no guru
when it comes to email but woudn't the emailer try to resolve the email
address and then look for the MX record for that address in DNS. If you
sent the email from the command line and your log shows that address as
unroutable then it can't locate the domain in DNS. I am not sure if you
added it to a host table if that would get it to work. Your resolv.conf
would have to be setup to have the lookup order to include looking in
the host table. 



John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"

>>> "Andy Smith" <a.smith at ukgrid.net> 5/28/2008 2:51 PM >>>
Hi,

  ok I have proven that I can successfully create a ticket remotely
from the Exim server by cat'ing an email into rt-mailgate like this:

cat 1172082829.H159040P74283.mx.test.net
|/usr/local/rt3/bin/rt-mailgate --queue General --action correspond
--url http://rt3.test.net/ 

But still real email even if generated on the command line on the mail
server isnt making it to RT... In my exim logs I see unroutable
address. Whats the recommended config here to make this work?

thanks Andy.
  ----- Original Message ----- 
  From: Andy Smith 
  To: rt-users at lists.bestpractical.com 
  Sent: Wednesday, May 28, 2008 6:43 PM
  Subject: Not understanding initial email config :(


  Hi,

   Im new to RT and am trying to configure a pilot system on FreeBSD,
using RT 3.6.6. I want to get incoming mail to go to the general
  queue (creating a new ticket) but from the documentation Im really
not understanding how this is meant to work.

  I have the RT server up and running on one server, and we have our
live Exim SMTP running on another. On the RT box I have this in the
  site config PM file:

  Set($MailCommand , 'sendmail');
  Set($SendmailArguments , "-bm -- support at test.net");
  Set($SendmailPath, "/usr/local/sbin/exim");


  and on the Exim box I have installed the RT binaries so I have the
rt-mailgate script and put this into the aliases file:

  rt-general: "|/usr/local/rt3/bin/rt-mailgate --queue general --action
correspond --url http://rt3.test.net/" 


  Is this really all I have to do?? So far it isnt working, but that
doesnt surprise me much as I dont get how this can work :S
  However this alias syntax is totally new to me and seems quite odd :S

  I did see one or two things written about adding some special config
into the exim MTA config file, but I dont really want to
  have to modify my live exim MTA config just cos I want to add a new
queue to RT.

  Anyone that can help me out of my confusion would be greatly
appreciated!

  thanks in advance, Andy.


From a.smith at ukgrid.net  Wed May 28 15:28:28 2008
From: a.smith at ukgrid.net (Andy Smith)
Date: Wed, 28 May 2008 21:28:28 +0200
Subject: [rt-users] Not understanding initial email config :(
References: <011301c8c0f3$cf20d340$2601a8c0@computer>
	<483D740C.2594.002B.0@adphila.org>
Message-ID: <012d01c8c0f9$0383fb30$2601a8c0@computer>

Hi John,

  Ok, so I added a mailbox for the user rt-general, but as I suspected now 
when I send mail it just goes into
the mailspool area and sits in the "new" folder waiting for someone to read 
it. I cant understand how the alias
file is meant to be actioned (ie the piped command)

thanks Andy.

----- Original Message ----- 
From: "John BORIS" <jboris at adphila.org>
To: <rt-users at lists.bestpractical.com>; "Andy Smith" <a.smith at ukgrid.net>
Sent: Wednesday, May 28, 2008 9:02 PM
Subject: Re: [rt-users] Not understanding initial email config :(


> Andy,
> The email address has to be valid for it to get to RT. I am no guru
> when it comes to email but woudn't the emailer try to resolve the email
> address and then look for the MX record for that address in DNS. If you
> sent the email from the command line and your log shows that address as
> unroutable then it can't locate the domain in DNS. I am not sure if you
> added it to a host table if that would get it to work. Your resolv.conf
> would have to be setup to have the lookup order to include looking in
> the host table.
>
>
>
> John J. Boris, Sr.



From a.smith at ukgrid.net  Wed May 28 15:38:44 2008
From: a.smith at ukgrid.net (Andy Smith)
Date: Wed, 28 May 2008 21:38:44 +0200
Subject: [rt-users] Not understanding initial email config :(
Message-ID: <013901c8c0fa$733aced0$2601a8c0@computer>

Ok,

 Ive recieved this advise from some guys on the exim mailing list. I have to 
update my Exim config
to get this to work...

http://lists.exim.org/lurker/message/20080528.191851.4e0c63fd.en.html

Is this the only way to achieve email integration with RT? Or are their 
other methods that wouldnt
require modifying my Exim configuration?

thanks for any info!

cheers Andy. 



From KFCrocker at lbl.gov  Wed May 28 16:22:22 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 28 May 2008 13:22:22 -0700
Subject: [rt-users] RT Newb Queue/Group Strategy question
In-Reply-To: <81214BB68B68BF4586FE1D82E7B3C472E93B6C@kmex01.keymark.dom>
References: <81214BB68B68BF4586FE1D82E7B3C472E93B6C@kmex01.keymark.dom>
Message-ID: <483DBEFE.4080600@lbl.gov>

David,


	I think that the way YOUR infrastructure is set up is the key. If you 
have different technical support groups that work on tickets from a 
specific set of customers OR specific products, then I would create a 
single queue for either a) each technical support groups that works on 
specific products or b) each product with a select technical groups that 
are the only ones to work on said tickets for said product(s).
	Once you have decided how you want your work to be segregated (by 
product, or group or customer), I would then created the groups that 
will work on ticket in those queues, perhaps with the queue name as a 
prefix to the group (i.e. "Queue1-Tech-Support"). Once that is done, it 
is merely a matter of deciding how you want users (both customers, tech 
support, and admin personnel) to be able to use the system and grant the 
appropriate rights. We like keeping ALL users in some sort of group, 
that way rights' maintenance is MUCH less of a pain. That's why we use 
the naming convention for groups, it makes it easier to know who can do 
what in which queue.
	Then there is the ticket metadata. You might need special information 
to be retained for tickets in one queue that is different from that for 
tickets in another queue. What should they be named? What values? Who 
Admin's the values? Who is allowed to see the data in a ticket? who is 
allowed th CHANGE the data in a ticket? All that good stuff.
	Now the EASY stuff. What kind of communication do you want sent to 
customers? Tech support? Admin personnel? What should it say? Under what 
conditions?
	We have created a set of RT guides for general users, tech support, and 
RT system Admin types that we use for All of our users and we have well 
over 100 queues and going on 200. In some cases, we have an Approval (I 
like to call it the "Bucket" queue) queue that acts as an 
evaluation/approval/prioritization stage (for the requests of a specific 
set of related support queues) before we even assign the ticket for work 
(the problem might be just a training problem, so why bother the 
technicians?). All in all, RT has been able to do all of this and then 
some in a variety of flexible ways for many different types of support 
because we set up the infrastructure concepts first. So, take a look at 
what makes sense for you guys in processing ticket s and go from there.


Kenn
LBNL

On 5/28/2008 10:38 AM, David Nalley wrote:
> Hi All, 
>  
> I am a relative newb who has just deployed RT in pilot to replace our
> aging, inadequate and hated support tool. 
> A little bit of background - my employer, among other things, provides
> support for a wide range of software and hardware products to several
> hundred customers. Most of these customers have 1 or 2 employees who act
> as the first-line support prior to bringing the issue to us. Some of the
> larger customers may have a dozen or more people who are authorized to
> contact us for support. Generally regardless of how large the
> organization is there is a desire for a customer to be able view all of
> the tickets created by anyone at that customer. 
>  
> I have thought about creating a queue for each customer and then
> creating rules for moving tickets to the proper queue - but that seems
> messy. (Proliferation of queues doesn't sound like a good thing based on
> my reading thus far) 
>  
> I think perhaps a better solution, at least conceptually, is creating a
> 'customer manager' group and magically granting permission for that user
> to be able to see any ticket created by someone with a matching
> 'Organization' in their user info. This sounds easier long term, but
> requires more effort up front I think. 
>  
> Anyway - I seek to leverage the wisdom of the group as I imagine that I
> am not the first person to have had a need to deal with this situation. 
>  
> Thoughts? 
>  
>  
> David Nalley
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 



From torsten.brumm at googlemail.com  Wed May 28 16:31:01 2008
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Wed, 28 May 2008 22:31:01 +0200
Subject: [rt-users] Getting RT-Extension-ResetPassword Module
In-Reply-To: <483D72AE.2594.002B.0@adphila.org>
References: <483D72AE.2594.002B.0@adphila.org>
Message-ID: <bdbd084b0805281331y721c21afy5258ec4aeb0bdfb8@mail.gmail.com>

for the whole svn try svn co svn://svn.bestpractical.com there you'll find
everything :-)

2008/5/28 John BORIS <jboris at adphila.org>:

> I would like to use the Password reminder module from the repository but
> I am a bit clueless on how to get the code. Can someone point to
> directions on how to get the code or the module so I can install it in
> my RT instance?
>
>
> TIA
>
>
> John J. Boris, Sr.
> JEN-A-SyS Administrator
> Archdiocese of Philadelphia
> "Remember! That light at the end of the tunnel
> Just might be the headlight of an oncoming train!"
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
MFG

Torsten Brumm

http://www.torsten-brumm.de
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From jboris at adphila.org  Wed May 28 16:35:30 2008
From: jboris at adphila.org (John  BORIS)
Date: Wed, 28 May 2008 16:35:30 -0400
Subject: [rt-users] Getting RT-Extension-ResetPassword Module
Message-ID: <483D89D30200002B0005A603@gw1.adphila.org>

I have tried that but there might be issues with our firewall setup. 
All I want is the one module.

>>> "Torsten Brumm" <torsten.brumm at googlemail.com> 05/28/08 4:31 PM >>>
for the whole svn try svn co svn://svn.bestpractical.com there you'll
find
everything :-)

2008/5/28 John BORIS <jboris at adphila.org>:

> I would like to use the Password reminder module from the repository
but
> I am a bit clueless on how to get the code. Can someone point to
> directions on how to get the code or the module so I can install it in
> my RT instance?
>
>
> TIA
>
>
> John J. Boris, Sr.
> JEN-A-SyS Administrator
> Archdiocese of Philadelphia
> "Remember! That light at the end of the tunnel
> Just might be the headlight of an oncoming train!"
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
MFG

Torsten Brumm

http://www.torsten-brumm.de



From jesse at bestpractical.com  Wed May 28 16:36:41 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 28 May 2008 16:36:41 -0400
Subject: [rt-users] Getting RT-Extension-ResetPassword Module
In-Reply-To: <bdbd084b0805281331y721c21afy5258ec4aeb0bdfb8@mail.gmail.com>
References: <483D72AE.2594.002B.0@adphila.org>
	<bdbd084b0805281331y721c21afy5258ec4aeb0bdfb8@mail.gmail.com>
Message-ID: <FFE7EF5A-7E1C-40C4-B70C-768F7AE6F3FC@bestpractical.com>


On May 28, 2008, at 4:31 PM, Torsten Brumm wrote:

> for the whole svn try svn co svn://svn.bestpractical.com there  
> you'll find everything :-)
>

Please don't EVER check out the entirety of our Subversion repository  
all at once. That is a SIGNIFICANT drain on our resources and is much,  
much more disk, cpu and network intensive than building a full svk  
mirror of the repository.

If we notice a user doing this, we will block their IP address from  
accessing our servers.

Jesse


> 2008/5/28 John BORIS <jboris at adphila.org>:
> I would like to use the Password reminder module from the repository  
> but
> I am a bit clueless on how to get the code. Can someone point to
> directions on how to get the code or the module so I can install it in
> my RT instance?
>
>
> TIA
>
>
> John J. Boris, Sr.
> JEN-A-SyS Administrator
> Archdiocese of Philadelphia
> "Remember! That light at the end of the tunnel
> Just might be the headlight of an oncoming train!"
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
>
> -- 
> MFG
>
> Torsten Brumm
>
> http://www.torsten-brumm.de  
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com

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From jboris at adphila.org  Wed May 28 16:43:15 2008
From: jboris at adphila.org (John  BORIS)
Date: Wed, 28 May 2008 16:43:15 -0400
Subject: [rt-users] Getting RT-Extension-ResetPassword Module
Message-ID: <483D8BA40200002B0005A60E@gw1.adphila.org>

Jesse,
I didn't plan to do that. I stick with what I know how to do.

>>> Jesse Vincent <jesse at bestpractical.com> 05/28/08 4:36 PM >>>

On May 28, 2008, at 4:31 PM, Torsten Brumm wrote:

> for the whole svn try svn co svn://svn.bestpractical.com there  
> you'll find everything :-)
>

Please don't EVER check out the entirety of our Subversion repository  
all at once. That is a SIGNIFICANT drain on our resources and is much,  
much more disk, cpu and network intensive than building a full svk  
mirror of the repository.

If we notice a user doing this, we will block their IP address from  
accessing our servers.

Jesse


> 2008/5/28 John BORIS <jboris at adphila.org>:
> I would like to use the Password reminder module from the repository  
> but
> I am a bit clueless on how to get the code. Can someone point to
> directions on how to get the code or the module so I can install it in
> my RT instance?
>
>
> TIA
>
>
> John J. Boris, Sr.
> JEN-A-SyS Administrator
> Archdiocese of Philadelphia
> "Remember! That light at the end of the tunnel
> Just might be the headlight of an oncoming train!"
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
>
> -- 
> MFG
>
> Torsten Brumm
>
> http://www.torsten-brumm.de  
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com




From boris.lytochkin at e-port.ru  Wed May 28 17:01:10 2008
From: boris.lytochkin at e-port.ru (Boris Lytochkin)
Date: Thu, 29 May 2008 01:01:10 +0400
Subject: [rt-users] RT-Users Digest, Vol 50, Issue 56
In-Reply-To: <mailman.4019.1211437020.15359.rt-users@lists.bestpractical.com>
References: <mailman.4019.1211437020.15359.rt-users@lists.bestpractical.com>
Message-ID: <658815412.20080529010110@e-port.ru>

Really odd.

mysql> explain extended SELECT DISTINCT main.* FROM Users main
mysql>   CROSS JOIN ACL ACL_4
mysql>   JOIN Principals Principals_1  ON ( Principals_1.id = main.id )
mysql>   JOIN CachedGroupMembers CachedGroupMembers_2  ON ( CachedGroupMembers_2.MemberId = Principals_1.id )
mysql>   JOIN Groups Groups_3  ON ( Groups_3.id = CachedGroupMembers_2.GroupId )
mysql>    WHERE (Principals_1.Disabled = '0') AND (ACL_4.PrincipalType = Groups_3.Type)
mysql>     AND (Principals_1.id != '1')    AND (Principals_1.PrincipalType = 'User')
mysql>     AND (ACL_4.RightName = 'OwnTicket')    AND (Groups_3.Domain = 'RT::System-Role')
mysql>     AND ((ACL_4.ObjectType = 'RT::Ticket' AND ACL_4.ObjectId = 147792) OR (ACL_4.ObjectType = 'RT::Queue' AND ACL_4.ObjectId = 10) OR (ACL_4.ObjectType = 'RT::System'))
mysql>    ORDER BY main.Name ASC;
+----+-------------+----------------------+--------+--------------------------+---------------+---------+----------------------------------+-------+------------------------------------+
| id | select_type | table                | type   | possible_keys            | key           | key_len | ref                              | rows  | Extra                              |
+----+-------------+----------------------+--------+--------------------------+---------------+---------+----------------------------------+-------+------------------------------------+
|  1 | SIMPLE      | main                 | ALL    | PRIMARY                  | NULL          |    NULL | NULL                             | 39464 | Using temporary; Using filesort    |
|  1 | SIMPLE      | Principals_1         | eq_ref | PRIMARY                  | PRIMARY       |       4 | rt3.main.id                      |     1 | Using where; Distinct              |
|  1 | SIMPLE      | CachedGroupMembers_2 | ref    | DisGrouMem,SHREDDER_CGM1 | SHREDDER_CGM1 |       5 | rt3.Principals_1.id              |     1 | Using where; Using index; Distinct |
|  1 | SIMPLE      | ACL_4                | range  | ACL1                     | ACL1          |      54 | NULL                             |     5 | Using where; Using index; Distinct |
|  1 | SIMPLE      | Groups_3             | eq_ref | PRIMARY,Groups1,Groups2  | PRIMARY       |       4 | rt3.CachedGroupMembers_2.GroupId |     1 | Using where; Distinct              |
+----+-------------+----------------------+--------+--------------------------+---------------+---------+----------------------------------+-------+------------------------------------+

After dropping SHREDDER_CGM1:
+----+-------------+----------------------+--------+-------------------------+------------+---------+-----------------------------------+------+-----------------------------------------------------------+
| id | select_type | table                | type   | possible_keys           | key        | key_len | ref                               | rows | Extra                                                     |
+----+-------------+----------------------+--------+-------------------------+------------+---------+-----------------------------------+------+-----------------------------------------------------------+
|  1 | SIMPLE      | Groups_3             | ref    | PRIMARY,Groups1,Groups2 | Groups1    |      65 | const                             |    4 | Using where; Using index; Using temporary; Using filesort |
|  1 | SIMPLE      | CachedGroupMembers_2 | ref    | DisGrouMem              | DisGrouMem |       5 | rt3.Groups_3.id                   |    1 | Using where; Using index                                  |
|  1 | SIMPLE      | Principals_1         | eq_ref | PRIMARY                 | PRIMARY    |       4 | rt3.CachedGroupMembers_2.MemberId |    1 | Using where                                               |
|  1 | SIMPLE      | ACL_4                | range  | ACL1                    | ACL1       |      54 | NULL                              |    5 | Using where; Using index                                  |
|  1 | SIMPLE      | main                 | eq_ref | PRIMARY                 | PRIMARY    |       4 | rt3.Principals_1.id               |    1 |                                                           |
+----+-------------+----------------------+--------+-------------------------+------------+---------+-----------------------------------+------+-----------------------------------------------------------+

SHREDDER_CGM1:
mysql> show index from CachedGroupMembers;
+--------------------+------------+---------------+--------------+-------------------+-----------+-------------+----------+--------+------+------------+---------+
| Table              | Non_unique | Key_name      | Seq_in_index | Column_name       | Collation | Cardinality | Sub_part | Packed | Null | Index_type | Comment |
+--------------------+------------+---------------+--------------+-------------------+-----------+-------------+----------+--------+------+------------+---------+
...
| CachedGroupMembers |          1 | SHREDDER_CGM1 |            1 | MemberId          | A         |      400337 |     NULL | NULL   | YES  | BTREE      |         |
| CachedGroupMembers |          1 | SHREDDER_CGM1 |            2 | GroupId           | A         |      400337 |     NULL | NULL   | YES  | BTREE      |         |
| CachedGroupMembers |          1 | SHREDDER_CGM1 |            3 | Disabled          | A         |      400337 |     NULL | NULL   |      | BTREE      |         |
...
+--------------------+------------+---------------+--------------+-------------------+-----------+-------------+----------+--------+------+------------+---------+


> Message: 6
> Date: Thu, 22 May 2008 16:08:27 +1000 (EST)
> From: David Hobley <david.hobley at mionegroup.com>
> Subject: Re: [rt-users] RT running slowly... Caused by RTx-Shredder
>         indexes
> To: rt-users <rt-users at lists.bestpractical.com>
> Message-ID: <10763813.80751211436507065.JavaMail.root at mail.onegrp.com>
> Content-Type: text/plain; charset="utf-8"

> All, 

> I ran an explain on the query in MySQL and noticed that it was
> using one of the RTx-Shredder indexes. After I deleted all those
> indexes things went back to normal. Phew. 

> In case this is useful: 

mysql>> explain select distinct main.* from Users main cross join ACL ACL_4 JOIN Principals Principals_1 ON ( Principals_1.id = main.id ) JOIN CachedGroupMembers CachedGroupMembers_2 ON (
mysql>> CachedGroupMembers_2.MemberId = Principals_1.id ) JOIN Groups Groups_3 ON ( Groups_3.id = CachedGroupMembers_2.GroupId ) WHERE (Principals_1.Disabled = '0') AND (ACL_4.PrincipalType = Groups_3.Type)
mysql>> AND (Principals_1.id != '1') AND (Principals_1.PrincipalType = 'User') AND (ACL_4.RightName = 'OwnTicket') AND ((ACL_4.ObjectType = 'RT::Queue') OR (ACL_4.ObjectType = 'RT::System')) AND
mysql>> ((Groups_3.Domain = 'RT::Queue-Role') OR (Groups_3.Domain = 'RT::System-Role')) ORDER BY main.Name ASC; 
> +----+-------------+----------------------+--------+--------------------------+---------------+---------+-----------------------------+-------+----------------------------------------------+
> | id | select_type | table | type | possible_keys | key | key_len | ref | rows | Extra |
> +----+-------------+----------------------+--------+--------------------------+---------------+---------+-----------------------------+-------+----------------------------------------------+
> | 1 | SIMPLE | main | range | PRIMARY | PRIMARY | 4 | NULL | 28920
> | Using where; Using temporary; Using filesort | 
> | 1 | SIMPLE | Groups_3 | range | PRIMARY,Groups1,Groups2 | Groups1
> | 67 | NULL | 119 | Using where; Using index; Distinct | 
> | 1 | SIMPLE | Principals_1 | eq_ref | PRIMARY | PRIMARY | 4 |
> rt3.main.id | 1 | Using where; Distinct | 
> | 1 | SIMPLE | CachedGroupMembers_2 | ref |
> DisGrouMem,SHREDDER_CGM1 | SHREDDER_CGM1 | 10 |
> rt3.main.id,rt3.Groups_3.id | 1 | Using where; Using index; Distinct |
> | 1 | SIMPLE | ACL_4 | range | ACL1 | ACL1 | 54 | NULL | 45 | Using where; Using index; Distinct |
> +----+-------------+----------------------+--------+--------------------------+---------------+---------+-----------------------------+-------+----------------------------------------------+

> Cheers, 
> David 
-- 
Best regards,
 Boris Lytochkin                            mailto:boris.lytochkin at e-port.ru



From boris.lytochkin at e-port.ru  Wed May 28 17:14:28 2008
From: boris.lytochkin at e-port.ru (Boris Lytochkin)
Date: Thu, 29 May 2008 01:14:28 +0400
Subject: [rt-users] RT running slowly... Caused by RTx-Shredder
In-Reply-To: <mailman.4019.1211437020.15359.rt-users@lists.bestpractical.com>
References: <mailman.4019.1211437020.15359.rt-users@lists.bestpractical.com>
Message-ID: <1614765923.20080529011428@e-port.ru>


After adding this key:
ALTER TABLE CachedGroupMembers Add KEY `SHREDDER_CGM1` (`GroupId`,`MemberId`,`Disabled`);
- MemberId & GroupId swapped comparing to original SHREDDER_CGM1 - explain (and query too :) ) is OK.

mysql> explain extended SELECT DISTINCT main.* FROM Users main
mysql>   CROSS JOIN ACL ACL_4
mysql>   JOIN Principals Principals_1  ON ( Principals_1.id = main.id )
mysql>   JOIN CachedGroupMembers CachedGroupMembers_2  ON ( CachedGroupMembers_2.MemberId = Principals_1.id )
mysql>   JOIN Groups Groups_3  ON ( Groups_3.id = CachedGroupMembers_2.GroupId )
mysql>    WHERE (Principals_1.Disabled = '0') AND (ACL_4.PrincipalType = Groups_3.Type)
mysql>     AND (Principals_1.id != '1')    AND (Principals_1.PrincipalType = 'User')
mysql>     AND (ACL_4.RightName = 'OwnTicket')    AND (Groups_3.Domain = 'RT::System-Role')
mysql>     AND ((ACL_4.ObjectType = 'RT::Ticket' AND ACL_4.ObjectId = 147792) OR (ACL_4.ObjectType = 'RT::Queue' AND ACL_4.ObjectId = 10) OR (ACL_4.ObjectType = 'RT::System'))
mysql>    ORDER BY main.Name ASC;
+----+-------------+----------------------+--------+--------------------------+---------------+---------+----------------------------------+-------+------------------------------------+
| id | select_type | table                | type   | possible_keys            | key           | key_len | ref                              | rows  | Extra                              |
+----+-------------+----------------------+--------+--------------------------+---------------+---------+----------------------------------+-------+------------------------------------+
|  1 | SIMPLE      | main                 | ALL    | PRIMARY                  | NULL          |    NULL | NULL                             | 39464 | Using temporary; Using filesort    |
|  1 | SIMPLE      | Principals_1         | eq_ref | PRIMARY                  | PRIMARY       |       4 | rt3.main.id                      |     1 | Using where; Distinct              |
|  1 | SIMPLE      | CachedGroupMembers_2 | ref    | DisGrouMem,SHREDDER_CGM1 | SHREDDER_CGM1 |       5 | rt3.Principals_1.id              |     1 | Using where; Using index; Distinct |
|  1 | SIMPLE      | ACL_4                | range  | ACL1                     | ACL1          |      54 | NULL                             |     5 | Using where; Using index; Distinct |
|  1 | SIMPLE      | Groups_3             | eq_ref | PRIMARY,Groups1,Groups2  | PRIMARY       |       4 | rt3.CachedGroupMembers_2.GroupId |     1 | Using where; Distinct              |
+----+-------------+----------------------+--------+--------------------------+---------------+---------+----------------------------------+-------+------------------------------------+

After dropping SHREDDER_CGM1:
+----+-------------+----------------------+--------+-------------------------+------------+---------+-----------------------------------+------+-----------------------------------------------------------+
| id | select_type | table                | type   | possible_keys           | key        | key_len | ref                               | rows | Extra                                                     |
+----+-------------+----------------------+--------+-------------------------+------------+---------+-----------------------------------+------+-----------------------------------------------------------+
|  1 | SIMPLE      | Groups_3             | ref    | PRIMARY,Groups1,Groups2 | Groups1    |      65 | const                             |    4 | Using where; Using index; Using temporary; Using filesort |
|  1 | SIMPLE      | CachedGroupMembers_2 | ref    | DisGrouMem              | DisGrouMem |       5 | rt3.Groups_3.id                   |    1 | Using where; Using index                                  |
|  1 | SIMPLE      | Principals_1         | eq_ref | PRIMARY                 | PRIMARY    |       4 | rt3.CachedGroupMembers_2.MemberId |    1 | Using where                                               |
|  1 | SIMPLE      | ACL_4                | range  | ACL1                    | ACL1       |      54 | NULL                              |    5 | Using where; Using index                                  |
|  1 | SIMPLE      | main                 | eq_ref | PRIMARY                 | PRIMARY    |       4 | rt3.Principals_1.id               |    1 |                                                           |
+----+-------------+----------------------+--------+-------------------------+------------+---------+-----------------------------------+------+-----------------------------------------------------------+

SHREDDER_CGM1:
mysql> show index from CachedGroupMembers;
+--------------------+------------+---------------+--------------+-------------------+-----------+-------------+----------+--------+------+------------+---------+
| Table              | Non_unique | Key_name      | Seq_in_index | Column_name       | Collation | Cardinality | Sub_part | Packed | Null | Index_type | Comment |
+--------------------+------------+---------------+--------------+-------------------+-----------+-------------+----------+--------+------+------------+---------+
...
| CachedGroupMembers |          1 | SHREDDER_CGM1 |            1 | MemberId          | A         |      400337 |     NULL | NULL   | YES  | BTREE      |         |
| CachedGroupMembers |          1 | SHREDDER_CGM1 |            2 | GroupId           | A         |      400337 |     NULL | NULL   | YES  | BTREE      |         |
| CachedGroupMembers |          1 | SHREDDER_CGM1 |            3 | Disabled          | A         |      400337 |     NULL | NULL   |      | BTREE      |         |
...
+--------------------+------------+---------------+--------------+-------------------+-----------+-------------+----------+--------+------+------------+---------+


> Message: 6
> Date: Thu, 22 May 2008 16:08:27 +1000 (EST)
> From: David Hobley <david.hobley at mionegroup.com>
> Subject: Re: [rt-users] RT running slowly... Caused by RTx-Shredder
>         indexes
> To: rt-users <rt-users at lists.bestpractical.com>
> Message-ID: <10763813.80751211436507065.JavaMail.root at mail.onegrp.com>
> Content-Type: text/plain; charset="utf-8"

> All, 

> I ran an explain on the query in MySQL and noticed that it was
> using one of the RTx-Shredder indexes. After I deleted all those
> indexes things went back to normal. Phew. 

> In case this is useful: 

mysql>> explain select distinct main.* from Users main cross join ACL ACL_4 JOIN Principals Principals_1 ON ( Principals_1.id = main.id ) JOIN CachedGroupMembers CachedGroupMembers_2 ON (
mysql>> CachedGroupMembers_2.MemberId = Principals_1.id ) JOIN Groups Groups_3 ON ( Groups_3.id = CachedGroupMembers_2.GroupId ) WHERE (Principals_1.Disabled = '0') AND (ACL_4.PrincipalType = Groups_3.Type)
mysql>> AND (Principals_1.id != '1') AND (Principals_1.PrincipalType = 'User') AND (ACL_4.RightName = 'OwnTicket') AND ((ACL_4.ObjectType = 'RT::Queue') OR (ACL_4.ObjectType = 'RT::System')) AND
mysql>> ((Groups_3.Domain = 'RT::Queue-Role') OR (Groups_3.Domain = 'RT::System-Role')) ORDER BY main.Name ASC; 
> +----+-------------+----------------------+--------+--------------------------+---------------+---------+-----------------------------+-------+----------------------------------------------+
> | id | select_type | table | type | possible_keys | key | key_len | ref | rows | Extra |
> +----+-------------+----------------------+--------+--------------------------+---------------+---------+-----------------------------+-------+----------------------------------------------+
> | 1 | SIMPLE | main | range | PRIMARY | PRIMARY | 4 | NULL | 28920
> | Using where; Using temporary; Using filesort | 
> | 1 | SIMPLE | Groups_3 | range | PRIMARY,Groups1,Groups2 | Groups1
> | 67 | NULL | 119 | Using where; Using index; Distinct | 
> | 1 | SIMPLE | Principals_1 | eq_ref | PRIMARY | PRIMARY | 4 |
> rt3.main.id | 1 | Using where; Distinct | 
> | 1 | SIMPLE | CachedGroupMembers_2 | ref |
> DisGrouMem,SHREDDER_CGM1 | SHREDDER_CGM1 | 10 |
> rt3.main.id,rt3.Groups_3.id | 1 | Using where; Using index; Distinct |
> | 1 | SIMPLE | ACL_4 | range | ACL1 | ACL1 | 54 | NULL | 45 | Using where; Using index; Distinct |
> +----+-------------+----------------------+--------+--------------------------+---------------+---------+-----------------------------+-------+----------------------------------------------+

> Cheers, 
> David 
-- 
Best regards,
 Boris Lytochkin                            mailto:boris.lytochkin at e-port.ru



From torsten.brumm at Kuehne-Nagel.com  Thu May 29 01:33:22 2008
From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm)
Date: Thu, 29 May 2008 07:33:22 +0200
Subject: [rt-users] Getting RT-Extension-ResetPassword Module
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394F93206@w3hamboex11.ger.win.int.kn>

Hi jesse,
You're correct, was a stupid idea :-)

Torsten


K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, Christian Marnett? (Stellv.),  Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com <rt-users-bounces at lists.bestpractical.com>
To: Torsten Brumm <torsten.brumm at googlemail.com>
CC: rt-users at lists.bestpractical.com <rt-users at lists.bestpractical.com>
Sent: Wed May 28 22:36:41 2008
Subject: Re: [rt-users] Getting RT-Extension-ResetPassword Module


On May 28, 2008, at 4:31 PM, Torsten Brumm wrote:

> for the whole svn try svn co svn://svn.bestpractical.com there  
> you'll find everything :-)
>

Please don't EVER check out the entirety of our Subversion repository  
all at once. That is a SIGNIFICANT drain on our resources and is much,  
much more disk, cpu and network intensive than building a full svk  
mirror of the repository.

If we notice a user doing this, we will block their IP address from  
accessing our servers.

Jesse


> 2008/5/28 John BORIS <jboris at adphila.org>:
> I would like to use the Password reminder module from the repository  
> but
> I am a bit clueless on how to get the code. Can someone point to
> directions on how to get the code or the module so I can install it in
> my RT instance?
>
>
> TIA
>
>
> John J. Boris, Sr.
> JEN-A-SyS Administrator
> Archdiocese of Philadelphia
> "Remember! That light at the end of the tunnel
> Just might be the headlight of an oncoming train!"
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
>
> -- 
> MFG
>
> Torsten Brumm
>
> http://www.torsten-brumm.de  
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com


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From geek+rt at cmu.edu  Thu May 29 01:35:30 2008
From: geek+rt at cmu.edu (Brian Gallew)
Date: Thu, 29 May 2008 08:35:30 +0300
Subject: [rt-users] SearchBuilder and time intervals
Message-ID: <483E40A2.6070809@cmu.edu>

I'm having a problem doing time interval searches in RT.  What I want is
Owner = '11510' AND
Resolved > datesub(curdate(), interval 2 weeks)

The above syntax works for MySQL (which is what I'm using). 
Unfortunately, SearchBuilder doesn't seem to do the right thing with 
this.  I've also not found a way to get this to work from the 
documentation.  Have I missed something or is this simply impossible?


From ges at wingfoot.org  Thu May 29 02:03:10 2008
From: ges at wingfoot.org (Glenn Sieb)
Date: Thu, 29 May 2008 02:03:10 -0400
Subject: [rt-users] Getting  RT-Extension-ResetPassword  Module
In-Reply-To: <483D72AE.2594.002B.0@adphila.org>
References: <483D72AE.2594.002B.0@adphila.org>
Message-ID: <483E471E.1000205@wingfoot.org>

John BORIS wrote:
> I would like to use the Password reminder module from the repository but
> I am a bit clueless on how to get the code. Can someone point to
> directions on how to get the code or the module so I can install it in
> my RT instance?
>   
John,

Try:

svn export svn://svn.bestpractical.com/RT-Extension-ResetPassword

This will give you just the files for the RT-Extension-ResetPassword 
code, without any of the subversion versioning stuff that you won't need.

Best,
--Glenn

-- 
...destination is merely a byproduct of the journey
           --Eric Hansen



From cmsilva at mobicomp.com  Thu May 29 06:07:42 2008
From: cmsilva at mobicomp.com (Carlos Silva)
Date: Thu, 29 May 2008 11:07:42 +0100
Subject: [rt-users] Email error messages RT
Message-ID: <483E806E.4010702@mobicomp.com>

Hi,

I'm having a little problem with our users using RT by email. I would 
like to stop RT from sending "permission denied" emails when an user 
doesn't have permissions to do something, because the email used by RT 
to receive replies is also used for other stuff. Is this possible ?

Regards,
Carlos Silva


From alewis at systemsfusion.com  Thu May 29 08:29:26 2008
From: alewis at systemsfusion.com (Andrew Lewis)
Date: Thu, 29 May 2008 14:29:26 +0200
Subject: [rt-users] Showing Custom Field in Queue view
References: <9D72FD0ABDCAB8459EAC2C48EFC168140B9BCC@DCX1.sf-jhb.sysfusion.net>
	<20080528091040.GA3813@easter-eggs.com>
	<9D72FD0ABDCAB8459EAC2C48EFC168140B9BCE@DCX1.sf-jhb.sysfusion.net>
	<20080528093943.GB3813@easter-eggs.com>
	<9D72FD0ABDCAB8459EAC2C48EFC168140B9BCF@DCX1.sf-jhb.sysfusion.net>
	<483D9AE0.60407@lbl.gov>
Message-ID: <9D72FD0ABDCAB8459EAC2C48EFC168140B9BEE@DCX1.sf-jhb.sysfusion.net>


Kenneth,

I just want to display the value of this field for each ticket in the queue when I click on the name of queue under 'Quick Search', like I've already achieved with your help (thanks), but I don't want to have to add this field each time (as it is, these changes seem to only be good for a single view).

Best,
-AL.

-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker at lbl.gov]
Sent: Wed 28/05/2008 19:48
To: Andrew Lewis
Cc: Emmanuel Lacour; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Showing Custom Field in Queue view
 
Andrew,


	Your description of what you want as a "queue-view" makes me think you 
might have an incomplete understanding of how a custom field can be 
seen, used, modified. When a Custom Field is created and then "applied" 
to a queue, view/use of it can still be manipulated thru rights. I can 
create a CF, apply it to a queue and set the rights so that no one 
except members of a certain group can see it and/or modify it. It is 
there. It is part of every ticket, but no one else will see it, let 
alone modify it (including AdminCc's, owners, etc). So, understanding 
that, what is it exactly you want to accomplish with these Custom 
Fields? Who do you want to see it and who do you want to modify the 
values in a ticket? Hope this helps.


Kenn
LBNL

On 5/28/2008 2:55 AM, Andrew Lewis wrote:
>  > '_CustomField.{cf_name}__'
> 
> Great, got it working, thanks. :)
> 
> Is there a way I can make this persistent though?
> 
> -AL.
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com


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From a.smith at ukgrid.net  Thu May 29 08:43:00 2008
From: a.smith at ukgrid.net (Andy Smith)
Date: Thu, 29 May 2008 14:43:00 +0200
Subject: [rt-users] Not understanding initial email config :(
References: <200805282251.m4SMpuVV001260@shed11.mcs.vuw.ac.nz>
Message-ID: <011401c8c189$87c62810$2601a8c0@computer>

Thanks to all those who replied, I think fetchmail is a good alternative if 
you don't want to have to mess with
your MTA config.

Leading on from this, what permissions are necessary to set to allow 
rt-mailgate to create tickets in the queues
and how can this be secured (simply without LDAP, spamassasin etc)? The 
default behaviour is that you get
an error like:

not ok - Ticket creation failed: No permission to create tickets in the 
queue 'Email' at /usr/local/rt3/bin/rt-mailgate
line 111, <> line 1.

Can I set this to only allow connections from localhost? I guess I can do 
this via httpd.conf, is that the best method?


thanks! Andy. 



From jesse at bestpractical.com  Thu May 29 09:16:19 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 29 May 2008 09:16:19 -0400
Subject: [rt-users] SearchBuilder and time intervals
In-Reply-To: <483E40A2.6070809@cmu.edu>
References: <483E40A2.6070809@cmu.edu>
Message-ID: <C7926490-B3FB-430A-9B6D-A9456C96246E@bestpractical.com>

RT's ticketsql actually should be able to handle this somewhat more  
simply:

Owner = 'jesse' AND Resolved > '2 weeks ago'

works for me :)


On May 29, 2008, at 1:35 AM, Brian Gallew wrote:

> I'm having a problem doing time interval searches in RT.  What I  
> want is
> Owner = '11510' AND
> Resolved > datesub(curdate(), interval 2 weeks)
>
> The above syntax works for MySQL (which is what I'm using).
> Unfortunately, SearchBuilder doesn't seem to do the right thing with
> this.  I've also not found a way to get this to work from the
> documentation.  Have I missed something or is this simply impossible?
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>

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From geek+rt at cmu.edu  Thu May 29 09:25:43 2008
From: geek+rt at cmu.edu (Brian Gallew)
Date: Thu, 29 May 2008 16:25:43 +0300
Subject: [rt-users] SearchBuilder and time intervals
In-Reply-To: <C7926490-B3FB-430A-9B6D-A9456C96246E@bestpractical.com>
References: <483E40A2.6070809@cmu.edu>
	<C7926490-B3FB-430A-9B6D-A9456C96246E@bestpractical.com>
Message-ID: <483EAED7.8050303@cmu.edu>

Jesse Vincent wrote:
> RT's ticketsql actually should be able to handle this somewhat more simply:
> 
> Owner = 'jesse' AND Resolved > '2 weeks ago'
> 
> works for me :)

Wow, do I feel stupid!


From adb at broad.mit.edu  Thu May 29 09:47:22 2008
From: adb at broad.mit.edu (Aaron D. Ball)
Date: Thu, 29 May 2008 09:47:22 -0400
Subject: [rt-users] "self" queries
In-Reply-To: <C7926490-B3FB-430A-9B6D-A9456C96246E@bestpractical.com>
References: <483E40A2.6070809@cmu.edu>
	<C7926490-B3FB-430A-9B6D-A9456C96246E@bestpractical.com>
Message-ID: <483EB3EA.4020903@broad.mit.edu>

RT folks,

I've got a number of saved-query boxes on my RT home page to keep track 
of various classes of tickets I own or am watching.  I'd like to make 
them available to my co-workers without having to rewrite the query for 
each user.

Is there a way to create a query that refers to the current user who 
happens to be making the query?  Something like "Owner = self()"?

Given how the "n highest priority tickets I own" query seems to work, 
I'm suspecting the answer is "no", but I figured it was worth asking. 
If the feature isn't here at present, is it planned?



From barnesaw at ucrwcu.rwc.uc.edu  Thu May 29 09:56:46 2008
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Thu, 29 May 2008 09:56:46 -0400
Subject: [rt-users] "self" queries
In-Reply-To: <483EB3EA.4020903@broad.mit.edu>
References: <483E40A2.6070809@cmu.edu>	<C7926490-B3FB-430A-9B6D-A9456C96246E@bestpractical.com>
	<483EB3EA.4020903@broad.mit.edu>
Message-ID: <483EB61E.3040904@ucrwcu.rwc.uc.edu>

Owner="__CurrentUser__" may work if you do an Element (like MyTickets or 
MyRequests) to embed on the page


Aaron D. Ball wrote:
> RT folks,
>
> I've got a number of saved-query boxes on my RT home page to keep track 
> of various classes of tickets I own or am watching.  I'd like to make 
> them available to my co-workers without having to rewrite the query for 
> each user.
>
> Is there a way to create a query that refers to the current user who 
> happens to be making the query?  Something like "Owner = self()"?
>
> Given how the "n highest priority tickets I own" query seems to work, 
> I'm suspecting the answer is "no", but I figured it was worth asking. 
> If the feature isn't here at present, is it planned?
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>   

-- 
Drew Barnes
Applications Analyst
Network Resources Department
Raymond Walters College
University of Cincinnati



From adb at broad.mit.edu  Thu May 29 10:03:04 2008
From: adb at broad.mit.edu (Aaron D. Ball)
Date: Thu, 29 May 2008 10:03:04 -0400
Subject: [rt-users] "self" queries
In-Reply-To: <483EB61E.3040904@ucrwcu.rwc.uc.edu>
References: <483E40A2.6070809@cmu.edu>	<C7926490-B3FB-430A-9B6D-A9456C96246E@bestpractical.com>
	<483EB3EA.4020903@broad.mit.edu>
	<483EB61E.3040904@ucrwcu.rwc.uc.edu>
Message-ID: <483EB798.5050609@broad.mit.edu>

Drew Barnes wrote:
> Owner="__CurrentUser__" may work if you do an Element (like MyTickets or 
> MyRequests) to embed on the page

Thanks!  That did it.  Is there a reference somewhere where I can see 
the available __substitutions__?  I didn't see them mentioned in the 
wiki or the book.


-- 
Aaron D. Ball <adb at broad.mit.edu>
Senior Systems Analyst
Broad Institute of MIT and Harvard


From barnesaw at ucrwcu.rwc.uc.edu  Thu May 29 10:14:04 2008
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Thu, 29 May 2008 10:14:04 -0400
Subject: [rt-users] "self" queries
In-Reply-To: <483EB798.5050609@broad.mit.edu>
References: <483E40A2.6070809@cmu.edu>	<C7926490-B3FB-430A-9B6D-A9456C96246E@bestpractical.com>
	<483EB3EA.4020903@broad.mit.edu>
	<483EB61E.3040904@ucrwcu.rwc.uc.edu>
	<483EB798.5050609@broad.mit.edu>
Message-ID: <483EBA2C.20108@ucrwcu.rwc.uc.edu>

All I can really tell you is to search the living hell out of the 
mailing lists.  I have every list message since I signed up archived 
both on my hard drive in gmail.  At last check it was somewhere in the 
neighborhood of 300 MB.

perldoc on some of the lib/RT/*.pm files may point you in the right 
direction, but I've never been able to sit through that mess myself.


Aaron D. Ball wrote:
> Drew Barnes wrote:
>> Owner="__CurrentUser__" may work if you do an Element (like MyTickets 
>> or MyRequests) to embed on the page
>
> Thanks!  That did it.  Is there a reference somewhere where I can see 
> the available __substitutions__?  I didn't see them mentioned in the 
> wiki or the book.
>
>

-- 
Drew Barnes
Applications Analyst
Network Resources Department
Raymond Walters College
University of Cincinnati



From hijinks at gmail.com  Thu May 29 11:20:33 2008
From: hijinks at gmail.com (Mike Zupan)
Date: Thu, 29 May 2008 11:20:33 -0400
Subject: [rt-users] mysql 5.1 slow query in RT
Message-ID: <7227c6c70805290820v41528d2av898bfc064894fd9@mail.gmail.com>

We moved our RT server from mysql 4.0 to 5.1 and we are having some slow
query issues on the Attachments table not finding the correct index


mysql> explain SELECT main.* FROM Attachments main WHERE (main.Parent =
'308267') AND (main.ContentType = 'text/plain') ORDER BY main.id ASC;
+----+-------------+-------+-------+----------------------------------+---------+---------+------+---------+-------------+
| id | select_type | table | type | possible_keys | key | key_len | ref |
rows | Extra |
+----+-------------+-------+-------+----------------------------------+---------+---------+------+---------+-------------+
| 1 | SIMPLE | main | index | Attachments3,Attachments4,Parent | PRIMARY | 4
| NULL | 1321158 | Using where |
+----+-------------+-------+-------+----------------------------------+---------+---------+------+---------+-------------+
1 row in set (0.00 sec)


mysql> explain SELECT main.* FROM Attachments main FORCE INDEX(Attachments3)
WHERE (main.Parent = '308267') AND (main.ContentType = 'text/plain') ORDER
BY main.id ASC;
+----+-------------+-------+------+---------------+--------------+---------+-------+------+-----------------------------+
| id | select_type | table | type | possible_keys | key | key_len | ref |
rows | Extra |
+----+-------------+-------+------+---------------+--------------+---------+-------+------+-----------------------------+
| 1 | SIMPLE | main | ref | Attachments3 | Attachments3 | 4 | const | 1 |
Using where; Using filesort |
+----+-------------+-------+------+---------------+--------------+---------+-------+------+-----------------------------+
1 row in set (0.00 sec)


It works if I choose to force the index.

I have been trying to find where in the code this is to at least force the
index but I have not found it.
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From jesse at bestpractical.com  Thu May 29 11:23:50 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 29 May 2008 11:23:50 -0400
Subject: [rt-users] mysql 5.1 slow query in RT
In-Reply-To: <7227c6c70805290820v41528d2av898bfc064894fd9@mail.gmail.com>
References: <7227c6c70805290820v41528d2av898bfc064894fd9@mail.gmail.com>
Message-ID: <20080529152350.GJ12194@bestpractical.com>




On Thu, May 29, 2008 at 11:20:33AM -0400, Mike Zupan wrote:
> We moved our RT server from mysql 4.0 to 5.1 and we are having some slow
> query issues on the Attachments table not finding the correct index
> 

What RT version?



From hijinks at gmail.com  Thu May 29 11:27:17 2008
From: hijinks at gmail.com (Mike Zupan)
Date: Thu, 29 May 2008 11:27:17 -0400
Subject: [rt-users] mysql 5.1 slow query in RT
In-Reply-To: <20080529152350.GJ12194@bestpractical.com>
References: <7227c6c70805290820v41528d2av898bfc064894fd9@mail.gmail.com>
	<20080529152350.GJ12194@bestpractical.com>
Message-ID: <7227c6c70805290827i44a546a7rcbf296bd4c9ff339@mail.gmail.com>

Sorry forgot to include that 3.6.6

Thanks
Mike



On 5/29/08, Jesse Vincent <jesse at bestpractical.com> wrote:
>
>
>
>
> On Thu, May 29, 2008 at 11:20:33AM -0400, Mike Zupan wrote:
> > We moved our RT server from mysql 4.0 to 5.1 and we are having some slow
> > query issues on the Attachments table not finding the correct index
> >
>
>
> What RT version?
>
>
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From KFCrocker at lbl.gov  Thu May 29 11:49:13 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 29 May 2008 08:49:13 -0700
Subject: [rt-users] SearchBuilder problems with sorting by Custom Fields
In-Reply-To: <20080528155654.GZ12194@bestpractical.com>
References: <4831A954.9060008@lbl.gov> <20080519205330.GA14625@easter-eggs.com>
	<4831F24E.6070308@lbl.gov> <20080520074958.GA28521@easter-eggs.com>
	<48334C7C.6020208@lbl.gov>
	<A4116B89-8EF3-4617-9B33-59EB34A09717@bestpractical.com>
	<483C63C5.40901@lbl.gov> <20080528155408.GG3813@easter-eggs.com>
	<20080528155654.GZ12194@bestpractical.com>
Message-ID: <483ED079.6000506@lbl.gov>

Jesse,


	Any idea when you think 3.6.7 will be consumer-ready?


Kenn
LBNL

On 5/28/2008 8:56 AM, Jesse Vincent wrote:
> 
> 
> On Wed, May 28, 2008 at 05:54:09PM +0200, Emmanuel Lacour wrote:
>> On Tue, May 27, 2008 at 12:40:53PM -0700, Kenneth Crocker wrote:
>>> Jesse, Emmanuel,
>>>
>>>
>>>
>>> 	Thanks! I finally got it. Boy, do I need to learn some on this install  
>>> stuff. I now have 3.6.6 up and running. Looks great!
>>> 	I am STILL having trouble getting a search to sort results by a Custom  
>>> Field. Is there some limitation that only allows this to work if the CF  
>>> is defined as numeric? Or something like that? Thanks for your help.
>>>
>> It works here for CFs of type "select one value" and "Select multiple
>> values" with text contents.
>>
> 
> We've done an awful lot of work on this for what will become RT 3.6.7
> when we get a free moment.
> 



From KFCrocker at lbl.gov  Thu May 29 11:55:39 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 29 May 2008 08:55:39 -0700
Subject: [rt-users] Showing Custom Field in Queue view
In-Reply-To: <9D72FD0ABDCAB8459EAC2C48EFC168140B9BEE@DCX1.sf-jhb.sysfusion.net>
References: <9D72FD0ABDCAB8459EAC2C48EFC168140B9BCC@DCX1.sf-jhb.sysfusion.net>
	<20080528091040.GA3813@easter-eggs.com>
	<9D72FD0ABDCAB8459EAC2C48EFC168140B9BCE@DCX1.sf-jhb.sysfusion.net>
	<20080528093943.GB3813@easter-eggs.com>
	<9D72FD0ABDCAB8459EAC2C48EFC168140B9BCF@DCX1.sf-jhb.sysfusion.net>
	<483D9AE0.60407@lbl.gov>
	<9D72FD0ABDCAB8459EAC2C48EFC168140B9BEE@DCX1.sf-jhb.sysfusion.net>
Message-ID: <483ED1FB.6070803@lbl.gov>

Andrew,


	AAAHHH! I see. I thought you were talking about when you were "IN" a 
ticket. You mean the query that shows all the tickets in a queue. You're 
right, any changes are temporary. I wonder if later versions (perhaps 
3.8?) will allow each user to save their own version of that query when 
they edit it. That would be a nice feature, but could be problematic as 
well. Who knows? The newer versions are just getting better and better. 
I'd just sit and wait a bit to see what's coming down the pipe. Sorry I 
couldn't help more.


Kenn
LBNL

On 5/29/2008 5:29 AM, Andrew Lewis wrote:
> 
> Kenneth,
> 
> I just want to display the value of this field for each ticket in the 
> queue when I click on the name of queue under 'Quick Search', like I've 
> already achieved with your help (thanks), but I don't want to have to 
> add this field each time (as it is, these changes seem to only be good 
> for a single view).
> 
> Best,
> -AL.
> 
> -----Original Message-----
> From: Kenneth Crocker [mailto:KFCrocker at lbl.gov]
> Sent: Wed 28/05/2008 19:48
> To: Andrew Lewis
> Cc: Emmanuel Lacour; rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Showing Custom Field in Queue view
> 
> Andrew,
> 
> 
>         Your description of what you want as a "queue-view" makes me 
> think you
> might have an incomplete understanding of how a custom field can be
> seen, used, modified. When a Custom Field is created and then "applied"
> to a queue, view/use of it can still be manipulated thru rights. I can
> create a CF, apply it to a queue and set the rights so that no one
> except members of a certain group can see it and/or modify it. It is
> there. It is part of every ticket, but no one else will see it, let
> alone modify it (including AdminCc's, owners, etc). So, understanding
> that, what is it exactly you want to accomplish with these Custom
> Fields? Who do you want to see it and who do you want to modify the
> values in a ticket? Hope this helps.
> 
> 
> Kenn
> LBNL
> 
> On 5/28/2008 2:55 AM, Andrew Lewis wrote:
>  >  > '_CustomField.{cf_name}__'
>  >
>  > Great, got it working, thanks. :)
>  >
>  > Is there a way I can make this persistent though?
>  >
>  > -AL.
>  >
>  >
>  > ------------------------------------------------------------------------
>  >
>  > _______________________________________________
>  > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>  >
>  > Community help: http://wiki.bestpractical.com
>  > Commercial support: sales at bestpractical.com
>  >
>  >
>  > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>  > Buy a copy at http://rtbook.bestpractical.com
> 
> 



From jesse at bestpractical.com  Thu May 29 12:04:22 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 29 May 2008 12:04:22 -0400
Subject: [rt-users] SearchBuilder problems with sorting by Custom Fields
In-Reply-To: <483ED079.6000506@lbl.gov>
References: <4831A954.9060008@lbl.gov> <20080519205330.GA14625@easter-eggs.com>
	<4831F24E.6070308@lbl.gov> <20080520074958.GA28521@easter-eggs.com>
	<48334C7C.6020208@lbl.gov>
	<A4116B89-8EF3-4617-9B33-59EB34A09717@bestpractical.com>
	<483C63C5.40901@lbl.gov> <20080528155408.GG3813@easter-eggs.com>
	<20080528155654.GZ12194@bestpractical.com>
	<483ED079.6000506@lbl.gov>
Message-ID: <ABFCB441-1A14-418E-9C4C-A630D95675ED@bestpractical.com>


On May 29, 2008, at 11:49 AM, Kenneth Crocker wrote:

> Jesse,
>
>
> 	Any idea when you think 3.6.7 will be consumer-ready?

We're somewhat more focused on 3.8rc1 at the moment. I don't have a  
firm date.
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From todd at chaka.net  Thu May 29 12:08:24 2008
From: todd at chaka.net (Todd Chapman)
Date: Thu, 29 May 2008 12:08:24 -0400
Subject: [rt-users] Showing Custom Field in Queue view
In-Reply-To: <9D72FD0ABDCAB8459EAC2C48EFC168140B9BCF@DCX1.sf-jhb.sysfusion.net>
References: <9D72FD0ABDCAB8459EAC2C48EFC168140B9BCC@DCX1.sf-jhb.sysfusion.net>
	<20080528091040.GA3813@easter-eggs.com>
	<9D72FD0ABDCAB8459EAC2C48EFC168140B9BCE@DCX1.sf-jhb.sysfusion.net>
	<20080528093943.GB3813@easter-eggs.com>
	<9D72FD0ABDCAB8459EAC2C48EFC168140B9BCF@DCX1.sf-jhb.sysfusion.net>
Message-ID: <519782dc0805290908u3f57182fuea4b26cb7cf4f26@mail.gmail.com>

RT has a default search format in the config file. Just modify it.

On Wed, May 28, 2008 at 5:55 AM, Andrew Lewis <alewis at systemsfusion.com>
wrote:

>  > '_CustomField.{cf_name}__'
>
> Great, got it working, thanks. :)
>
> Is there a way I can make this persistent though?
>
> -AL.
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
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From KFCrocker at lbl.gov  Thu May 29 12:27:19 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 29 May 2008 09:27:19 -0700
Subject: [rt-users] SearchBuilder problems with sorting by Custom Fields
In-Reply-To: <ABFCB441-1A14-418E-9C4C-A630D95675ED@bestpractical.com>
References: <4831A954.9060008@lbl.gov> <20080519205330.GA14625@easter-eggs.com>
	<4831F24E.6070308@lbl.gov> <20080520074958.GA28521@easter-eggs.com>
	<48334C7C.6020208@lbl.gov>
	<A4116B89-8EF3-4617-9B33-59EB34A09717@bestpractical.com>
	<483C63C5.40901@lbl.gov> <20080528155408.GG3813@easter-eggs.com>
	<20080528155654.GZ12194@bestpractical.com>
	<483ED079.6000506@lbl.gov>
	<ABFCB441-1A14-418E-9C4C-A630D95675ED@bestpractical.com>
Message-ID: <483ED967.9000003@lbl.gov>

Jesse,


	That's kool. I was just curious.


Kenn
LBNL

On 5/29/2008 9:04 AM, Jesse Vincent wrote:
> 
> On May 29, 2008, at 11:49 AM, Kenneth Crocker wrote:
> 
>> Jesse,
>>
>>
>>     Any idea when you think 3.6.7 will be consumer-ready?
> 
> We're somewhat more focused on 3.8rc1 at the moment. I don't have a firm 
> date.



From KFCrocker at lbl.gov  Thu May 29 12:33:44 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 29 May 2008 09:33:44 -0700
Subject: [rt-users] Showing Custom Field in Queue view
In-Reply-To: <519782dc0805290908u3f57182fuea4b26cb7cf4f26@mail.gmail.com>
References: <9D72FD0ABDCAB8459EAC2C48EFC168140B9BCC@DCX1.sf-jhb.sysfusion.net>
	<20080528091040.GA3813@easter-eggs.com>
	<9D72FD0ABDCAB8459EAC2C48EFC168140B9BCE@DCX1.sf-jhb.sysfusion.net>
	<20080528093943.GB3813@easter-eggs.com>
	<9D72FD0ABDCAB8459EAC2C48EFC168140B9BCF@DCX1.sf-jhb.sysfusion.net>
	<519782dc0805290908u3f57182fuea4b26cb7cf4f26@mail.gmail.com>
Message-ID: <483EDAE8.2080902@lbl.gov>

Todd,


	I want to modify the default status list for the "My Tickets" query 
that comes with RT to include a few new status values that I've added. 
Where do I find that file? Thanks.

Kenn
LBNL

On 5/29/2008 9:08 AM, Todd Chapman wrote:
> RT has a default search format in the config file. Just modify it.
> 
> On Wed, May 28, 2008 at 5:55 AM, Andrew Lewis <alewis at systemsfusion.com 
> <mailto:alewis at systemsfusion.com>> wrote:
> 
>      > '_CustomField.{cf_name}__'
> 
>     Great, got it working, thanks. :)
> 
>     Is there a way I can make this persistent though?
> 
>     -AL.
> 
> 
>     _______________________________________________
>     http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
>     Community help: http://wiki.bestpractical.com
>     Commercial support: sales at bestpractical.com
>     <mailto:sales at bestpractical.com>
> 
> 
>     Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>     Buy a copy at http://rtbook.bestpractical.com
> 
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From jboris at adphila.org  Thu May 29 12:41:06 2008
From: jboris at adphila.org (John  BORIS)
Date: Thu, 29 May 2008 12:41:06 -0400
Subject: [rt-users] Getting  RT-Extension-ResetPassword  Module
Message-ID: <483EA4620200002B0005AAF3@gw1.adphila.org>

Glenn,
Thanks. That worked. I had to go to a machine that is outside our
WAN/LAN so there must be a firewall rule that is blcoking it.

Thanks again

John Boris

>>> Glenn Sieb <ges at wingfoot.org> 05/29/08 2:03 AM >>>
John BORIS wrote:
> I would like to use the Password reminder module from the repository
but
> I am a bit clueless on how to get the code. Can someone point to
> directions on how to get the code or the module so I can install it in
> my RT instance?
>   
John,

Try:

svn export svn://svn.bestpractical.com/RT-Extension-ResetPassword

This will give you just the files for the RT-Extension-ResetPassword 
code, without any of the subversion versioning stuff that you won't
need.

Best,
--Glenn

-- 
...destination is merely a byproduct of the journey
           --Eric Hansen




From gevans at hcc.net  Thu May 29 12:55:11 2008
From: gevans at hcc.net (Greg Evans)
Date: Thu, 29 May 2008 09:55:11 -0700
Subject: [rt-users] Not understanding initial email config :(
In-Reply-To: <011401c8c189$87c62810$2601a8c0@computer>
References: <200805282251.m4SMpuVV001260@shed11.mcs.vuw.ac.nz>
	<011401c8c189$87c62810$2601a8c0@computer>
Message-ID: <A04BD2FE13FF4098B6124934AD92D7FE@hcc.local>

Make sure that the mail account that is getting the email is also a user in
rt

Greg Evans
Hood Canal Communications
(360) 898-2481 ext.212 

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Andy Smith
Sent: Thursday, May 29, 2008 5:43 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Not understanding initial email config :(

Thanks to all those who replied, I think fetchmail is a good alternative if 
you don't want to have to mess with
your MTA config.

Leading on from this, what permissions are necessary to set to allow 
rt-mailgate to create tickets in the queues
and how can this be secured (simply without LDAP, spamassasin etc)? The 
default behaviour is that you get
an error like:

not ok - Ticket creation failed: No permission to create tickets in the 
queue 'Email' at /usr/local/rt3/bin/rt-mailgate
line 111, <> line 1.

Can I set this to only allow connections from localhost? I guess I can do 
this via httpd.conf, is that the best method?


thanks! Andy. 

_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com



From zbigniew at starpower.net  Thu May 29 13:21:01 2008
From: zbigniew at starpower.net (zbigniew at starpower.net)
Date: Thu, 29 May 2008 13:21:01 -0400 (EDT)
Subject: [rt-users] Filter Out Distro Lists
Message-ID: <20080529132101.ALX14477@ms18.lnh.mail.rcn.net>

As usual I am trying to find a technical solution to cover for my users laziness.

My users continually send email to my RT address but also include large distro lists.  Obviously this will make quite a mess in people's inbox's.  

Any suggestions on how to filter/block/parse/remove the Distro lists from RT request?  I tried looking at procmail, but didn't see an obvious solution for stripping out the distro at mail.com address from the request while leaving the request intact.

-Patrick


From elacour at easter-eggs.com  Thu May 29 14:08:10 2008
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Thu, 29 May 2008 20:08:10 +0200
Subject: [rt-users] Filter Out Distro Lists
In-Reply-To: <20080529132101.ALX14477@ms18.lnh.mail.rcn.net>
References: <20080529132101.ALX14477@ms18.lnh.mail.rcn.net>
Message-ID: <20080529180810.GB3032@easter-eggs.com>

On Thu, May 29, 2008 at 01:21:01PM -0400, zbigniew at starpower.net wrote:
> As usual I am trying to find a technical solution to cover for my users laziness.
> 
> My users continually send email to my RT address but also include large distro lists.  Obviously this will make quite a mess in people's inbox's.  
> 
> Any suggestions on how to filter/block/parse/remove the Distro lists from RT request?  I tried looking at procmail, but didn't see an obvious solution for stripping out the distro at mail.com address from the request while leaving the request intact.
> 

You can silently discard outgoing emails to those lists with your mta
(that's what I do with postfix for example to avoid loops with "sympa").


From KFCrocker at lbl.gov  Thu May 29 15:49:19 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 29 May 2008 12:49:19 -0700
Subject: [rt-users] Change the "Modify Ticket" options on blue bar
In-Reply-To: <6.2.3.4.2.20080528092540.01fdf1c0@po14.mit.edu>
References: <482CD248.2050506@lbl.gov>
	<6.2.3.4.2.20080516155700.02eb18e0@po14.mit.edu>
	<483C6955.3050402@lbl.gov>
	<6.2.3.4.2.20080528092540.01fdf1c0@po14.mit.edu>
Message-ID: <483F08BF.6030304@lbl.gov>

Stephen,


	Toward the bottom of the code in file "Tabs" the following code exists:

if ( (defined $actions->{A} || defined $actions->{B} || defined 
$actions->{C})
     && (defined $actions->{E} || defined $actions->{F} || defined 
$actions->{G}) ) {

     if    (defined $actions->{C}) { $actions->{C}->{separator} = 1 }
     elsif (defined $actions->{B}) { $actions->{B}->{separator} = 1 }
     elsif (defined $actions->{A}) { $actions->{A}->{separator} = 1 }
}


	What does it do? I can't grok it. Thanks.


Kenn
LBNL

On 5/28/2008 6:45 AM, Stephen Turner wrote:
> 
> At 04:04 PM 5/27/2008, you wrote:
>> Stephen,
>>
>>
>>         Thanks for the code example. I used it as the basis for the 
>> code I wanted to add. The "Tabs" layout now shows what I want, but 
>> when I click any of the new options, nothing happens. This is what my 
>> new code looks like:
>>
>> if ($args) {
>>   $tabs->{"i"} = { path      => "Search/Results.html$args",
>>                    title     => loc('Show Results'),
>>                    };
>>   if ($current_tab =~  "Search/Results.html") {
>>     $current_tab = "Search/Results.html$args";
>>     };
>> }
>>
>> if ( $can{'ModifyTicket'} ) {
>>     if ( $Ticket->Status ne 'resolved' ) {
>>         $actions->{'G'} = {
>>             path => 
>> "Ticket/Update.html?Action=Comment&DefaultStatus=resolved&id=" . $id,
>>             title => loc('Resolve') };
>>     }
>>
>> # the following code was added for LBNL
>> # make sure the check for status is in descending order
>>
>>     if  ($Ticket->Status eq 'pending qa')
>>         {
>>          $actions->{'Fg'} =
>>              { path => "Ticket/Display.html?Action=DefaultStatus=('qa 
>> approvd')&id=" . $id,
>>              title => loc('Approve QA'),
>>              };
>>         }
> 
> 
> Hi Ken,
> 
> Just from a quick look at the code, it looks like you're on the right 
> track. I don't think you need the parentheses or quotes around the 
> status values - something like:
> 
> path => "Ticket/Display.html?Action=DefaultStatus=qa approvd&id=" . $id
> 
> As this is going to form a URL, you may need to escape those spaces, but 
> I'm not sure:
> 
> path => "Ticket/Display.html?Action=DefaultStatus=qa%20approvd&id=" . $id
> 
> You'll have to play with the options and see if they work. I'm ccing the 
> list in case someone else has an idea about this.
> 
> Good luck,
> Steve
> 
> 



From sturner at MIT.EDU  Thu May 29 15:53:01 2008
From: sturner at MIT.EDU (Stephen Turner)
Date: Thu, 29 May 2008 15:53:01 -0400
Subject: [rt-users] Change the "Modify Ticket" options on blue bar
In-Reply-To: <483F08BF.6030304@lbl.gov>
References: <482CD248.2050506@lbl.gov>
	<6.2.3.4.2.20080516155700.02eb18e0@po14.mit.edu>
	<483C6955.3050402@lbl.gov>
	<6.2.3.4.2.20080528092540.01fdf1c0@po14.mit.edu>
	<483F08BF.6030304@lbl.gov>
Message-ID: <6.2.3.4.2.20080529155140.020d6d58@po14.mit.edu>

At 03:49 PM 5/29/2008, Kenneth Crocker wrote:
>Stephen,
>
>         Toward the bottom of the code in file 
> "Tabs" the following code exists:
>
>if ( (defined $actions->{A} || defined $actions->{B} || defined $actions->{C})
>     && (defined $actions->{E} || defined 
> $actions->{F} || defined $actions->{G}) ) {
>
>     if    (defined $actions->{C}) { $actions->{C}->{separator} = 1 }
>     elsif (defined $actions->{B}) { $actions->{B}->{separator} = 1 }
>     elsif (defined $actions->{A}) { $actions->{A}->{separator} = 1 }
>}
>
>         What does it do? I can't grok it. Thanks.
>
>Kenn
>LBNL

Kenn,

It's controlling the separators (they appear as 
dots on my screen) between the various ticket options, e.g.

Open ? Take ??? Comment ? Reply ? Resolve

Steve 



From zbigniew at starpower.net  Thu May 29 16:13:01 2008
From: zbigniew at starpower.net (zbigniew at starpower.net)
Date: Thu, 29 May 2008 16:13:01 -0400 (EDT)
Subject: [rt-users] Filter Out Distro Lists
Message-ID: <20080529161301.ALX42901@ms18.lnh.mail.rcn.net>

Excellent idea.  Using the /etc/mail/access I can reject messages.  Only problem is that using REJECT or ERROR I will get 

The following recipient(s) cannot be reached:

      XXX - MIS on 5/29/2008 4:10 PM
            The e-mail system was unable to deliver the message, but did not report a specific reason.  Check the address and try again.  If it still fails, contact your system administrator.
            < rt.xxx.com #5.0.0 SMTP; 550 5.0.0 <MIS at xxx.com>... Stop including distro lists!>

If I use DISCARD it discards the entire RT reply.  Any idea's on how to make it quiet?

-Patrick


From teeps at 3leafsystems.com  Thu May 29 17:33:29 2008
From: teeps at 3leafsystems.com (Bill Teeple)
Date: Thu, 29 May 2008 14:33:29 -0700
Subject: [rt-users] LDAP Authentication and User Account Creation 3.6.6. and
	latest ExternalAuth
Message-ID: <483F2129.90302@3leafsystems.com>

OK,

I have just finished splunking about 4 months of back articles/e-mails 
on LDAP Authentication within RT and have run up against some sort of 
error that I might just be mis-interpretting.

DEBUG Logging is enabled.

I am using the ExternAuth using LDAP to Windows 2003 SP2 based Active 
Directory controllers.

(also - note - I put rt3 within the /var volume not the /opt volume)

Running on CentOS 5.1 32 bit - fully patched.





Here is a part of my log:



[Thu May 29 19:37:57 2008] [warning]: Transaction->Create couldn't, as 
you didn't specify an object type and id (/var/rt3/lib/RT/Record.pm:1486)
[Thu May 29 19:37:57 2008] [debug]: RT::User::IsExternalPassword Trying 
External authentication (/var/rt3/local/lib/RT/User_Vendor.pm:52)
[Thu May 29 19:37:57 2008] [debug]: Attempting to use external auth 
service: My_LDAP (/var/rt3/local/lib/RT/User_Vendor.pm:63)
[Thu May 29 19:37:57 2008] [debug]: LDAP Search ===  Base: 
ou=Corporate,dc=3leafnetworks,dc=corp == Filter: 
(&(sAMAccountName=ldapsearch)(objectclass=Person)) == Attrs: dn 
(/var/rt3/local/lib/RT/User_Vendor.pm:185)
[Thu May 29 19:37:57 2008] [debug]: Found LDAP DN: CN=LDAP 
Search,OU=Corporate,DC=3leafnetworks,DC=corp 
(/var/rt3/local/lib/RT/User_Vendor.pm:217)
[Thu May 29 19:37:57 2008] [info]: RT::User::IsExternalPassword External 
Auth OK ( My_LDAP ): ldapsearch (/var/rt3/local/lib/RT/User_Vendor.pm:281)
[Thu May 29 19:37:57 2008] [debug]: RT::User::IsPassword External auth 
SUCCEEDED (/var/rt3/local/lib/RT/User_Vendor.pm:360)
[Thu May 29 19:37:57 2008] [debug]: RT::User::CanonicalizeUserInfo 
called by RT::User /var/rt3/lib/RT/User_Overlay.pm 192 with: Disabled: 
0, EmailAddress: , Gecos: ldapsearch, Name: ldapsearch, Privileged: 0 
(/var/rt3/local/lib/RT/User_Vendor.pm:400)
[Thu May 29 19:37:57 2008] [warning]: Use of uninitialized value in join 
or string at /usr/lib/perl5/site_perl/5.8.8/Log/Dispatch.pm line 22. 
(/var/rt3/local/lib/RT/User_Vendor.pm:408)
[Thu May 29 19:37:57 2008] [debug]: Attempting to get user info using 
this external service:  (/var/rt3/local/lib/RT/User_Vendor.pm:408)
[Thu May 29 19:37:57 2008] [info]: RT::User::CanonicalizeUserInfo 
returning Disabled: 0, EmailAddress: , Gecos: ldapsearch, Name: 
ldapsearch, Privileged: 0 (/var/rt3/local/lib/RT/User_Vendor.pm:444)
[Thu May 29 19:37:57 2008] [warning]: Use of uninitialized value in join 
or string at /usr/lib/perl5/site_perl/5.8.8/Log/Dispatch.pm line 22. 
(/var/rt3/share/html/Callbacks/ExternalAuth/autohandler/Auth:50)
[Thu May 29 19:37:57 2008] [info]: Autocreated authenticated user 
ldapsearch (  ) 
(/var/rt3/share/html/Callbacks/ExternalAuth/autohandler/Auth:50)



Here is my RT_SiteConfig.pm:


# Any configuration directives you include  here will override
# RT's default configuration file, RT_Config.pm
#
# To include a directive here, just copy the equivalent statement
# from RT_Config.pm and change the value. We've included a single
# sample value below.
#
# This file is actually a perl module, so you can include valid
# perl code, as well.
#
# The converse is also true, if this file isn't valid perl, you're
# going to run into trouble. To check your SiteConfig file, use
# this comamnd:
#
#   perl -c /path/to/your/etc/RT_SiteConfig.pm

Set( $rtname, '3leafnetworks.com');
Set($SendmailPath , "/usr/sbin/sendmail");
Set($SendmailArguments , "-oi -t");
Set($AuthMethods, ['LDAP','internal']);
Set($LogToFileNamed, "/var/log/rt3/rt.log");
Set($LogToFile, 'debug');

# If this is set to 1, then users should be autocreated by RT
# as internal users if they fail to authenticate from an
# external service.
#Set($AutoCreateNonExternalUsers,    1);

# These are the full settings for each external service as a HashOfHashes
# Note that you may have as many external services as you wish. They will
# be checked in the order specified in the Priority directives above.
# e.g.
Set($ExternalAuthPriority,['My_LDAP']);
#
Set($ExternalSettings,  {
                   'My_LDAP' =>  {
                      'type'  =>  'ldap',
                      'auth'  =>  1,
                      'info'  =>  1,
                      'server' =>  'zeus.3leafnetworks.com',
                      'user'  =>  '3LEAF\\ldapsearch',
                      'pass'  =>  'ldapsearch',
                      'base'  => 'ou=Corporate,dc=3leafnetworks,dc=corp',
                      'filter' =>  '(objectclass=Person)',
                      'd_filter' => 
'(userAccountControl:1.2.840.113556.1.4.803:=2)',
                      'tls' =>  0,
                      'net_ldap_args' => [    version =>  3   ],
                      #'group' =>  'GROUP_NAME',
                      #'group_attr' =>  'GROUP_ATTR',


'attr_match_list'           => [    'Name',
                                     'EmailAddress',
                                     'RealName',
                                     'WorkPhone',
                                     'Address2'
                                 ],
'attr_map'                  =>  {   'Name' => 'sAMAccountName',
                                     'EmailAddress' => 'mail',
                                     'Organization' => 
'physicalDeliveryOfficeName',
                                     'RealName' => 'cn',
                                     'ExternalAuthId' => 'sAMAccountName',
                                     'Gecos' => 'sAMAccountName',
                                     'WorkPhone' => 'telephoneNumber',
                                     'Address1' => 'streetAddress',
                                     'City' => 'l',
                                     'State' => 'st',
                                     'Zip' => 'postalCode',
                                     'Country' => 'co'
                                     }
                                                     }
                                 }
);

1;






When I uncomment the:

#Set($AutoCreateNonExternalUsers,    1);

line, my attempted user gets AUTO-CREATED in the system, but no 
attributes are pulled over.

As you can see by the log file above, when a user (in log above, example 
user is called ldapsearch) who is not within RT attempts to log on, 
settings are pulled just fine - it even says it has authenticated 
properly, but then the last line:

[Thu May 29 19:37:57 2008] [info]: Autocreated authenticated user 
ldapsearch (  ) 
(/var/rt3/share/html/Callbacks/ExternalAuth/autohandler/Auth:50)

Shows me that the account is attempting to be created, but the "( )" is 
missing an ID of some?


This coupled with the error further UP the log:

[Thu May 29 19:37:57 2008] [warning]: Transaction->Create couldn't, as 
you didn't specify an object type and id (/var/rt3/lib/RT/Record.pm:1486)


leads me to believe that I might be missing like ONE setting that would 
allow this to all JIVE the way it should.






-- 


***********************************************************************
*  Bill Teeple                      *                                 *
*  Manager of I.T. Department       *               3255-1 Scott Blvd *
*  3Leaf Systems                    *                       Suite 200 *
*                                   *           Santa Clara, CA 95054 *
*  http://www.3leafsystems.com      *             main (408) 572-5900 *
*                                   *              fax (408) 727-2008 *
*  AIM: t33ps                       *                                 *
*  Yahoo: t33ps                     *           direct (408) 572-5128 *
***********************************************************************





-- 


***********************************************************************
*  Bill Teeple                      *                                 *
*  Manager of I.T. Department       *               3255-1 Scott Blvd *
*  3Leaf Systems                    *                       Suite 200 *
*                                   *           Santa Clara, CA 95054 *
*  http://www.3leafsystems.com      *             main (408) 572-5900 *
*                                   *              fax (408) 727-2008 *
*  AIM: t33ps                       *                                 *
*  Yahoo: t33ps                     *           direct (408) 572-5128 *
***********************************************************************


From KFCrocker at lbl.gov  Thu May 29 19:29:58 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 29 May 2008 16:29:58 -0700
Subject: [rt-users] Change the "Modify Ticket" options on blue bar
In-Reply-To: <6.2.3.4.2.20080529155140.020d6d58@po14.mit.edu>
References: <482CD248.2050506@lbl.gov>
	<6.2.3.4.2.20080516155700.02eb18e0@po14.mit.edu>
	<483C6955.3050402@lbl.gov>
	<6.2.3.4.2.20080528092540.01fdf1c0@po14.mit.edu>
	<483F08BF.6030304@lbl.gov>
	<6.2.3.4.2.20080529155140.020d6d58@po14.mit.edu>
Message-ID: <483F3C76.6010700@lbl.gov>

Stephen,


	I got it. It works great! I made different and more substantial changes 
to restrict what options will show based on current status. This will 
drop the number of 'clicks' from 3 to 1 for these new statuses. My users 
will be very happy about this. Thanks.


Kenn
LBNL

On 5/29/2008 12:53 PM, Stephen Turner wrote:
> At 03:49 PM 5/29/2008, Kenneth Crocker wrote:
>> Stephen,
>>
>>         Toward the bottom of the code in file "Tabs" the following 
>> code exists:
>>
>> if ( (defined $actions->{A} || defined $actions->{B} || defined 
>> $actions->{C})
>>     && (defined $actions->{E} || defined $actions->{F} || defined 
>> $actions->{G}) ) {
>>
>>     if    (defined $actions->{C}) { $actions->{C}->{separator} = 1 }
>>     elsif (defined $actions->{B}) { $actions->{B}->{separator} = 1 }
>>     elsif (defined $actions->{A}) { $actions->{A}->{separator} = 1 }
>> }
>>
>>         What does it do? I can't grok it. Thanks.
>>
>> Kenn
>> LBNL
> 
> Kenn,
> 
> It's controlling the separators (they appear as dots on my screen) 
> between the various ticket options, e.g.
> 
> Open ? Take ??? Comment ? Reply ? Resolve
> 
> Steve
> 



From terence at deeproot.co.in  Fri May 30 02:07:31 2008
From: terence at deeproot.co.in (Terence Monteiro)
Date: Fri, 30 May 2008 11:37:31 +0530
Subject: [rt-users] Everybody group added as requestor
Message-ID: <483F99A3.5050800@deeproot.co.in>

Hello,

I've been writing a Perl Catalyst application that uses the RT library to
create, work on and resolve RT tickets. I'm making a call to 
RT::Ticket->create
to create a ticket, passing the Queue, Subject, Requestors, Attachments in a
hash.

Yesterday, when the form was submitted with a user's email address as the
requestor, the Everybody group got added as the requestor for the ticket
that got created. I checked the transactions and found that no AddRequestor
transaction happened on the ticket, from which I deduce that the Everybody
group got added as requestor during ticket creation.

Anyone has any idea how this could have happened?

Regards,
Terence Monteiro.


From mike.peachey at jennic.com  Fri May 30 04:34:10 2008
From: mike.peachey at jennic.com (Mike Peachey)
Date: Fri, 30 May 2008 09:34:10 +0100
Subject: [rt-users] LDAP Authentication and User Account Creation 3.6.6.
 and	latest ExternalAuth
In-Reply-To: <483F2129.90302@3leafsystems.com>
References: <483F2129.90302@3leafsystems.com>
Message-ID: <483FBC02.2010600@jennic.com>

Bill Teeple wrote:
> (also - note - I put rt3 within the /var volume not the /opt volume)

Meh, I always stick it in /usr

> Here is a part of my log:
> 
> 
> 
> [Thu May 29 19:37:57 2008] [warning]: Transaction->Create couldn't, as 
> you didn't specify an object type and id (/var/rt3/lib/RT/Record.pm:1486)

I'm not sure what the cause of this message is, but it does not get int 
the way of user creation, this is one of those messages that has ALWAYS 
been there, I've just yet to get around to working out why.

> [Thu May 29 19:37:57 2008] [warning]: Use of uninitialized value in join 
> or string at /usr/lib/perl5/site_perl/5.8.8/Log/Dispatch.pm line 22. 
> (/var/rt3/local/lib/RT/User_Vendor.pm:408)

I've never seen this one before, but I'm guessing it's due to a lack of 
a Set($ExternalInfoPriority, ['My_LDAP']); in your config. Auth and info 
are treated as completely seperate services and so you need to define 
the services for each.

> [Thu May 29 19:37:57 2008] [debug]: Attempting to get user info using 
> this external service:  (/var/rt3/local/lib/RT/User_Vendor.pm:408)

Hence this line ^^

> [Thu May 29 19:37:57 2008] [info]: RT::User::CanonicalizeUserInfo 
> returning Disabled: 0, EmailAddress: , Gecos: ldapsearch, Name: 
> ldapsearch, Privileged: 0 (/var/rt3/local/lib/RT/User_Vendor.pm:444)

> [Thu May 29 19:37:57 2008] [warning]: Use of uninitialized value in join 
> or string at /usr/lib/perl5/site_perl/5.8.8/Log/Dispatch.pm line 22. 
> (/var/rt3/share/html/Callbacks/ExternalAuth/autohandler/Auth:50)

And again ^^

> [Thu May 29 19:37:57 2008] [info]: Autocreated authenticated user 
> ldapsearch (  ) 
> (/var/rt3/share/html/Callbacks/ExternalAuth/autohandler/Auth:50)

This one ^^ is the nub of the problem. I have had a number of people 
report having this issue, for some reason there just seems to be no user 
object created or no principle ID assigned and, because it's only debug 
output, it's not clear if anything is being created or not, or if it's 
just not reporting right to the debugging code.

If you can help me get to the cause of this issue I would greatly 
appreciate it. The problem I have is that, because it's never happened 
to me, I do not have access to a copy of RT with the problem so that I 
can debug it myself.

> Here is my RT_SiteConfig.pm:
> 
> Set($AuthMethods, ['LDAP','internal']);

This setting ^^ is irrelevant. It forms part of Jim Meyer's LDAP 
User_Local.pm overlay code which was deprecated by the ExternalAuth 
extension. I recommend removing it. Also, since you have this line, make 
sure you don't have a $RTHOME/local/lib/RT/User_Local.pm or the same in 
the non-local tree, because if you have accidentally combined my code 
and Jim Meyer's you could be looking at problems.

> # These are the full settings for each external service as a HashOfHashes
> # Note that you may have as many external services as you wish. They will
> # be checked in the order specified in the Priority directives above.
> # e.g.
> Set($ExternalAuthPriority,['My_LDAP']);

Obviously insert ExternalInfoPriority here.


> 'attr_match_list'           => [    'Name',
>                                      'EmailAddress',
>                                      'RealName',
>                                      'WorkPhone',
>                                      'Address2'
>                                  ],

I think I'll be updating the example config for the next release to 
reduce the attr_match_list. I would recommend only using Name and 
EmailAddress in your configuration. These should be attributes that 
*uniquely* identify a user meaning you can't have more than one with the 
same Address or workphone. Name and Email give RT a username and an 
e-mail address, each of which should be unique for each and every user.

> When I uncomment the:
> 
> #Set($AutoCreateNonExternalUsers,    1);
>
> line, my attempted user gets AUTO-CREATED in the system, but no 
> attributes are pulled over.

As per the comments, if you uncomment it, RT will create the user 
whether they authenticated (and informaticated :/) correctly or not.

> 
> As you can see by the log file above, when a user (in log above, example 
> user is called ldapsearch) who is not within RT attempts to log on, 
> settings are pulled just fine - it even says it has authenticated 
> properly, but then the last line:
> 
> [Thu May 29 19:37:57 2008] [info]: Autocreated authenticated user 
> ldapsearch (  ) 
> (/var/rt3/share/html/Callbacks/ExternalAuth/autohandler/Auth:50)
> 
> Shows me that the account is attempting to be created, but the "( )" is 
> missing an ID of some?

Precisely. A few of your own debugging statements may be able to help 
you work out why and I would love to know. If I can help I'm always 
around, especially in #rt on irc.perl.org. Just say Zordrak three times 
and I shall appear. I'm magic like that.

> This coupled with the error further UP the log:
> 
> [Thu May 29 19:37:57 2008] [warning]: Transaction->Create couldn't, as 
> you didn't specify an object type and id (/var/rt3/lib/RT/Record.pm:1486)

Again, I think this is a red herring and completely unrelated as it is 
always there.

> leads me to believe that I might be missing like ONE setting that would 
> allow this to all JIVE the way it should.

Well, you're missing ExternalInfoPriority, but I only think that will 
fix your boogie-woogie problems, I think your jive-block is elsewhere.
-- 
Kind Regards,

__________________________________________________

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
__________________________________________________


From jesse at bestpractical.com  Fri May 30 10:50:04 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 30 May 2008 10:50:04 -0400
Subject: [rt-users] Everybody group added as requestor
In-Reply-To: <483F99A3.5050800@deeproot.co.in>
References: <483F99A3.5050800@deeproot.co.in>
Message-ID: <4627DC6E-5853-4509-8524-C1F91E0D6C09@bestpractical.com>


On May 30, 2008, at 2:07 AM, Terence Monteiro wrote:

> Hello,
>
> I've been writing a Perl Catalyst application that uses the RT  
> library to
> create, work on and resolve RT tickets. I'm making a call to
> RT::Ticket->create
> to create a ticket, passing the Queue, Subject, Requestors,  
> Attachments in a
> hash.
>
> Yesterday, when the form was submitted with a user's email address  
> as the
> requestor, the Everybody group got added as the requestor for the  
> ticket
> that got created. I checked the transactions and found that no  
> AddRequestor
> transaction happened on the ticket, from which I deduce that the  
> Everybody
> group got added as requestor during ticket creation.
>
> Anyone has any idea how this could have happened?
>

It'd probably help if you posted your code...

> Regards,
> Terence Monteiro.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>

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From KFCrocker at lbl.gov  Fri May 30 16:27:52 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 30 May 2008 13:27:52 -0700
Subject: [rt-users] Bulk update of RT with other tickets
Message-ID: <48406348.3090503@lbl.gov>

To all,


	I saw a thread awhile back discussing the problems of moving tickets 
from another system into RT. Did anyone ever come up with a process? I 
figured it would probably be in SQL with some modifications for info 
mapping based on the input. Anyone? Thanks.


Kenn
LBNL




From mmaxwell at blackarrow.tv  Fri May 30 21:22:09 2008
From: mmaxwell at blackarrow.tv (Michael Maxwell)
Date: Fri, 30 May 2008 18:22:09 -0700
Subject: [rt-users] Rt-mailgate fails on emails from hotmail
Message-ID: <C465F651.C1%mmaxwell@blackarrow.tv>

A little digging through the archives turned up some messages from 2000 or
so pertaining to this, but a solution remains forthcoming.

What we have:
    RT 3.6.6
    fetchmail pulling messages from our remote mail server via IMAP+SSL

So far, we've tested email for ticket creation and replies with various
different mail clients and source domains.  All have worked perfectly with
the exception of hotmail.

After doing a little detective work, I've traced it down to this function in
rt-mailgate:

    my $r = $ua->post( $full_url, {%args} );

$ua is actually LWP::UserAgent's post() method.  So, I'm not sure if it's
really rt-mailgate itself that's to blame or if it's LWP::Useragent.

I turned on fetchmail's verbose option and pasted the relevant output below.
Domains have been replaced with "[DELETED]" for the purposes of this email.
Please note in particular the failure message returned by fetchmail:

An Error Occurred
=================

500 Internal Server Error
fetchmail: MDA returned nonzero status 75
 not flushed

The end result is that tickets DO get created, but since rt-mailgate
apparently keeps trying to finish this transaction up until its default 180
second timeout, it keeps generating tickets.  So for ONE email sent from a
hotmail account, we'll end up with FIVE or so tickets (all identical).

If anyone has any tips on how to fix this, please let me know.  Thank you.


Fetchmail's verbose output posted below:


1 message for rt-general@[DELETED] at mail.[DELETED].com.
fetchmail: IMAP> A0006 FETCH 1 RFC822.SIZE
fetchmail: IMAP< * 1 FETCH (RFC822.SIZE 2440)
fetchmail: IMAP< A0006 OK FETCH completed.
fetchmail: IMAP> A0007 FETCH 1 RFC822.HEADER
fetchmail: IMAP< * 1 FETCH (RFC822.HEADER {1365}
reading message rt-general[DELETED]@mail.[DELETED].com:1 of 1 (1365 header
octets)
#
fetchmail: IMAP< )
fetchmail: IMAP< A0007 OK FETCH completed.
fetchmail: IMAP> A0008 FETCH 1 BODY.PEEK[TEXT]
fetchmail: IMAP< * 1 FETCH (BODY[TEXT] {1075}
 (1075 body octets) ************************************.***
fetchmail: IMAP< )
fetchmail: IMAP< A0008 OK FETCH completed.
An Error Occurred
=================

500 Internal Server Error
fetchmail: MDA returned nonzero status 75
 not flushed
fetchmail: IMAP> A0009 LOGOUT
fetchmail: IMAP< * BYE Microsoft Exchange Server 2003 IMAP4rev1 server
version 6.5.7638.1 signing off.
fetchmail: IMAP< A0009 OK LOGOUT completed.
fetchmail: 6.2.5 querying mail.[DELETED].com (protocol IMAP) at Fri 30 May
2008 05:09:37 PM PDT: poll completed
fetchmail: normal termination, status 0





From terence at deeproot.co.in  Fri May 30 23:58:20 2008
From: terence at deeproot.co.in (Terence Monteiro)
Date: Sat, 31 May 2008 09:28:20 +0530
Subject: [rt-users] Everybody group added as requestor
In-Reply-To: <4627DC6E-5853-4509-8524-C1F91E0D6C09@bestpractical.com>
References: <483F99A3.5050800@deeproot.co.in>
	<4627DC6E-5853-4509-8524-C1F91E0D6C09@bestpractical.com>
Message-ID: <4840CCDC.7050303@deeproot.co.in>

Jesse Vincent wrote:
>
> On May 30, 2008, at 2:07 AM, Terence Monteiro wrote:
>
>> Hello,
>>
>> I've been writing a Perl Catalyst application that uses the RT 
>> library to
>> create, work on and resolve RT tickets. I'm making a call to
>> RT::Ticket->create
>> to create a ticket, passing the Queue, Subject, Requestors, 
>> Attachments in a
>> hash.
>>
>> Yesterday, when the form was submitted with a user's email address as 
>> the
>> requestor, the Everybody group got added as the requestor for the ticket
>> that got created. I checked the transactions and found that no 
>> AddRequestor
>> transaction happened on the ticket, from which I deduce that the 
>> Everybody
>> group got added as requestor during ticket creation.
>>
>> Anyone has any idea how this could have happened?
>>
>
> It'd probably help if you posted your code...
>
I'm calling the send action of the create controller,

package tirt::Controller::Create;
use base 'Catalyst::Controller';

sub send : Local {
    # reads parameters and passes them to rthelper create
    my ( $self, $c ) = @_;

    my ( $Cc, $Subject, $Requestor, $Queue, $Priority, $ContentType, 
$Content ) =
    map { $c->req->params->{$_} }
        qw/cc subject   requestor   queue   priority   content_type  
content/;

    my ($id, $tid, $msg) = $c->forward('/rthelper/create_ticket', [
        Requestor => $Requestor,
        Cc => $Cc,
        Subject => $Subject,
        ContentType => $ContentType || 'text/html',
        Content => $Content,
        Queue => $Queue,
        Priority => $Priority,
        Attachments => $c->req->uploads ]); # calling RTHelper to create 
ticket
...
}

# other actions
...
1;

package tirt::Controller::RTHelper;
use base 'Catalyst::Controller';

sub create_ticket : Local {
    my $self = shift;
    my $c = shift;

    my %tkt_fields = ( @_ ); # the hash for arguments to RT::Ticket->create

    my $starts = RT::Date->new($c->session->{CurrentUser});
    $starts->SetToNow();
    $tkt_fields{Starts} = $starts;

    my $html = $tkt_fields{Content};
    delete $tkt_fields{Content};

    my $attachments = $tkt_fields{Attachments};
    delete $tkt_fields{Attachments};

    my $ctype = $tkt_fields{ContentType};
    delete $tkt_fields{ContentType};

    my $ent = $c->forward( '__make_mimeobj', [ $ctype,
        $html, $attachments ] );
   
    $tkt_fields{MIMEObj} = $ent;

    my $ticket = RT::Ticket->new($c->session->{CurrentUser});
    return $ticket->Create(%tkt_fields);
}

sub __make_mimeobj : Private {
    my ( $self, $c, $ctype, $content, $attachments ) = @_;

    my $msg;
    if ( $ctype =~ 'text/plain' ) {
        $msg = MIME::Entity->build(
            Type => 'text/plain',
            Data => $content);
    } else {
        my $text = HTML::FormatText->new()->format(
            HTML::TreeBuilder->new_from_content($content));
        $msg = MIME::Entity->build(Type => "multipart/alternative");
        $msg->attach(Type => 'text/plain', Data => $text);
        $msg->attach(Type => 'text/html', Data => $content);
    }

    $c->log->debug("\$attachments = $attachments, values " .
        join (", ", values(%$attachments)));
    unless ($attachments and values(%$attachments)) {
        return $msg;
    }

    my $ent;
    if ($msg->mime_type =~ m/^multipart/) {
        $ent = MIME::Entity->build(Type => "multipart/mixed");
        $ent->add_part($msg);
    } else {
        $ent = $msg;
    }

    foreach my $attach (values(%$attachments)) {
        $ent->attach(
            Type => $attach->type,
            Data => $attach->slurp,
            Filename => $attach->basename,
            Disposition => 'attachment'
        );
    }

    return $ent;
}

# other actions ...
1;



From terence at deeproot.co.in  Sat May 31 00:18:30 2008
From: terence at deeproot.co.in (Terence Monteiro)
Date: Sat, 31 May 2008 09:48:30 +0530
Subject: [rt-users] Everybody group added as requestor
In-Reply-To: <483F99A3.5050800@deeproot.co.in>
References: <483F99A3.5050800@deeproot.co.in>
Message-ID: <4840D196.50902@deeproot.co.in>

Terence Monteiro wrote:
> Hello,
>
> I've been writing a Perl Catalyst application that uses the RT library to
> create, work on and resolve RT tickets. I'm making a call to 
> RT::Ticket->create
> to create a ticket, passing the Queue, Subject, Requestors, Attachments in a
> hash.
>   
I'm using RT version 3.6.1-4 installed from the debian package, and mysql
version 5.0.32-7etch1 installed again from the debian package. I've not 
added
any overlay/vendor/local overlays for the RT::Ticket module. But I'm 
using the
User_Local.pm and CurrentUser_Local.pm module overlays for auto create and
canonicalize user info for LDAP posted by Philip Cole on your wiki at
http://wiki.bestpractical.com/view/AutoCreateAndCanonicalizeUserInfo

> Yesterday, when the form was submitted with a user's email address as the
> requestor, the Everybody group got added as the requestor for the ticket
> that got created. I checked the transactions and found that no AddRequestor
> transaction happened on the ticket, from which I deduce that the Everybody
> group got added as requestor during ticket creation.
>
> Anyone has any idea how this could have happened?
>
> Regards,
> Terence Monteiro.


From scarty at gmail.com  Sat May 31 08:17:25 2008
From: scarty at gmail.com (Sharlon Carty)
Date: Sat, 31 May 2008 08:17:25 -0400
Subject: [rt-users] RT::Action::Notify & rt-crontool
In-Reply-To: <759127370805261316h711bb07k1c2aa956faa080d5@mail.gmail.com>
References: <759127370805261316h711bb07k1c2aa956faa080d5@mail.gmail.com>
Message-ID: <759127370805310517r75ba66afn3ef760584a5a0eac@mail.gmail.com>

Is there an issue with Notify Owner and SendEmail in rt 3.6.5 ?

On Mon, May 26, 2008 at 4:16 PM, Sharlon Carty <scarty at gmail.com> wrote:

> hello RT users,
>
> I am having some problems with rt-crontool all of a sudden.
> I have the following job in crontab:
> rt-crontool --search RT::Search::FromSQL --search-arg "Status = 'open' AND
> Owner != 'Nobody' AND LastUpdated < '7 days ago'" --action
> RT::Action::Notify --action-arg Owner --template 'AutoReminders'
>
> And the RT::Action::Notify will not send any e-mails to the owner. the logs
> shows the following: No recipients found. Not sending. The owner does have
> en email address and the query is good and does return results.
> I tried with RT::Action::SendEmail and the same message.
> RT::Action::RecordCorresponse for example works fine.
>
> Why is SendEmail and Notify failing? anyone with an idea? Any other
> reminder tools out there?
>
> --
> - - Sharlon (c).
>



-- 
- - Sharlon (c).
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From amy.rich at tufts.edu  Sat May 31 09:23:04 2008
From: amy.rich at tufts.edu (amy.rich at tufts.edu)
Date: Sat, 31 May 2008 09:23:04 -0400
Subject: [rt-users] email address with _ in LHS flagged as invalid
Message-ID: <18497.20792.117787.627392@conglomerate.usg.tufts.edu>

We have a user who's email address contains the underscore character in the
LHS.  RT is incorrectly flagging this as an invalid address when I try to
modify it via the GUI.  Could someone tell me where the regex that defines
what constitutes a valid email address is located so I can go modify it?

Thanks...


From scarty at gmail.com  Sat May 31 09:53:09 2008
From: scarty at gmail.com (Sharlon Carty)
Date: Sat, 31 May 2008 09:53:09 -0400
Subject: [rt-users] RT::Action::Notify & rt-crontool
In-Reply-To: <759127370805310517r75ba66afn3ef760584a5a0eac@mail.gmail.com>
References: <759127370805261316h711bb07k1c2aa956faa080d5@mail.gmail.com>
	<759127370805310517r75ba66afn3ef760584a5a0eac@mail.gmail.com>
Message-ID: <759127370805310653i7b48b70ag7116a7311243ac4b@mail.gmail.com>

well i guess setting Set($NotifyActor, 0);  disables the ability to notify
the owner of anything even via rt-crontool.
set it back to 1 and works fine again.

--sharlon
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From jesse at bestpractical.com  Sat May 31 10:25:16 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sat, 31 May 2008 10:25:16 -0400
Subject: [rt-users] email address with _ in LHS flagged as invalid
In-Reply-To: <18497.20792.117787.627392@conglomerate.usg.tufts.edu>
References: <18497.20792.117787.627392@conglomerate.usg.tufts.edu>
Message-ID: <20080531142516.GC12194@bestpractical.com>




On Sat, May 31, 2008 at 09:23:04AM -0400, amy.rich at tufts.edu wrote:
> We have a user who's email address contains the underscore character in the
> LHS.  RT is incorrectly flagging this as an invalid address when I try to
> modify it via the GUI.  Could someone tell me where the regex that defines
> what constitutes a valid email address is located so I can go modify it?

I believe that in newer versions of RT the error message has been
improved to say "we already have a user with the address you're trying
to change that to"

> 
> Thanks...
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 

--